Expedia.com

Dear Revdex.com,

As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.

Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.

We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.

We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.

Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.

This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.

Thank you

April 9, 2020

Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department

Re: Expedia Case #: ***
Dear Revdex.com,

Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.

Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a package reservation.

Our records show on February 26, 2020, Mr. booked a flight reservation over the phone with an agent. The trip start date was set for March 21, 2020. We understand from Mr.’s complaint, they would like to be refunded since they were unable to use the reservation due to Covid-19 and were unable to reach Expedia even before travel was set to begin.

Upon researching the customer’s complaint, we contacted the airline and were informed that the customer was able to contact them directly and changed the flight reservation without being charged any fees. I also checked the reservation history for the hotel. The hotel previously mentioned they were willing to change the reservation to a different date on their system. We ask that the customer contact us so he may provide us with the dates they wish to change the hotel reservation to

Expedia’s goal is to provide an exceptional customer experience. As you may know Expedia is a third party intermediary and as such we must follow the vendor’s rules. Before a customer completes payment on our site, they are provided with the Terms of Use, which Mr. accepted. A portion of the terms are provided below and may provide additional useful information in this case.
SUPPLIER RULES AND RESTRICTIONS

The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.

We do regret any inconvenience Mr. has encountered in resolving 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 us.

Sincerely,

Daniel *** Customer Correspondence Team
1-800

Dear Revdex.com,

As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.

Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.

We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.

We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.

Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.

This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.

Thank you

April 9, 2020

Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***

Dear Revdex.com,

Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.

Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund. We understand that Ms. is asking for a full refund.Our records indicate on February 12, 2020, an Expedia representative booked Ms. *** or an authorized user of the account booked four round trip flights on *** departing March 25, 2020 from Orlando, FL to Cancun, Quintana Roo, Mexico returning on April 1, 2020 along with a seven night stay at *** by *** Cancun - All Inclusive, along with ground transportation, via ***.

We can confirm on March 26, 2020, our representative called the hotel but it was closed and their voicemail said they will reopen on June 1st 2020 due to COVID19. Expedia sent the customer an email advising the hotel denied the request for refund.

On March 27, 2020, the customer called about the hotel and advised that the hotel approved a refund for her via text.

After further review on April 9, 2020, Expedia called the hotel and their main office picked up and advised that the hotel was closed. They advised that we could send them an email. Expedia sent email to the hotel asking for a refund for the reservation. The flight reservations were cancelled on March 25, 2020. In review of *** Airline COVID19 policy it states, “tickets normally expire one year after purchase, but we’re providing waived change fees and greater flexibility to travel through May 31, 2022, for customers who have existing canceled travel from flights in March, April or May 2020”. Whenever the customer is ready to change the date on the tickets, she can contact our customer Service Department at 877-***.

Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:

The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Di-Di ***Corporate Correspondence Team

April 22, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Ms. ***. We regret to hear Ms. did not accept our response.We are again responding to Ms. complaint regarding request for a refund. Ms. advised she has been refunded by *** Airlines and the Shuttle Company. Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. We understand that *** Airlines and the transportation company has issued Ms. a refund. On April 9, 2020, Expedia emailed the hotel and received a response back. The response required clarification, the hotel was emailed again on April 20, 2020 and they responded back on April 22, 2020 advising us to consider the booking cancelled without penalty. Based on the hotel's email Expedia issued a refund for $2,418.43 to the original form of payment. The refund should appear on the original form of payment within the next 30 days.

Please accept our apologies for any inconveniences that may have been experienced during the pandemic. Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di ***Corporate Correspondence Team

Dear Revdex.com,

As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.

Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.

We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.

We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.

Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.

This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.

Thank you

Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you

April 10, 2020

Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***

Dear Revdex.com,

Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.

Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is requesting a full refund.

Our records indicate on November 25, 2019, Mr. or an authorized user of the account self-booked three combined one way flights on *** and *** Airlines departing April 12, 2020 from Hartford, CT to Orlando, FL and returning on April 16, 2020, along with a four night hotel stay at ***, and the Package Protection Plan via ***.

We can confirm on March 24,2020, the customer called to cancel the flight due to covid19 and wanted to use the protection to receive a full refund. *** Airline is not offering refund that are offering a future travel credit, the customer asked to speak with a supervisor. The call was taken over by a Supervisor. The customer was advised that he needed to file a claim for getting refund for *** Airline basic economy. The customer wanted Expedia to do the work in his behalf. Our representative reviewed the policy. The customer was advised *** Airline policy offered a future travel credit, but refused to keep an airline credit on ***. *** flight is eligible for a refund. The customer did not want to continue and threatened to sue and contact Revdex.com, or our executives.

On March 25, 2020 – the customer called in about cancelling due to COVID19 and our representative verified the flight was non-refundable and issued a refund of $465.00 to the original card that was charge.

After further review on April 10, 2020, Expedia verified with the *** Airline flights were cancelled by the customer on March 24, 2020 and Expedia issued a refund $465.00 to the original card that was charged. The *** Airline flight were cancelled on March 30, 2020. *** Airline COVID policy advises the following:

Bought your ticket before April 7, 2020, for travel through September 30, 2020, you can rebook without change fees. Includes all AAdvantage® award tickets. Buy a new trip March 1 – May 31, 2020, for all future travel, you can also change it a later date without change fees. Plus, if you have a ticket that is expiring between March 1 and September 30, 2020, the value of your unused ticket can be used for travel through December 31, 2021.You may owe any difference in ticket price.

The hotel reservation was cancelled on March 24, 2020 and a refund of $295.67 has been issued. The refund should appear on the card with 30 days from the processing date.

Mr. may contact our Customer Service Department at 877-227-7481 for assistance with exchanging his tickets. *** Airline is waiving the change fees, any increase in fare is the customer responsibility.

Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.

Based on above we are not able to honor your request for refund. The hotel refund should appear within 30 days from the day the cancel was processed. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team

April 20, 2020

Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***

Dear Revdex.com,

Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.

Expedia is responding to the consumer complaint from Mr. *** , Revdex.com case number *** regarding a refund. We understand that Mr. is requesting a full refund.

Our records indicate on January 31, 2020, Mr. or an authorized user of the account self-booked one round trip flight with *** Airlines departing April 7, 2020 from Hartford, CT to Salt Lake City, UT and returning on April 13, 2020, along with the Cancellation Plan via ***.

After further review on April 20, 2020, there is no documentation or notes on the Expedia account regarding the reservation. Expedia reviewed the reservation on *** Airlines website and they have issued a refund for $474.40. Upon review of the Expedia account the fight was $474.40 and $34.00 for the Cancellation Plan. The customers has received a full refund for the flight, the Cancellation Plan is nonrefundable.

Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:

The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.

Based on above we are not able to honor your request for refund. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team

April 22, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding multiple flight reservations. We understand that due to the Coronavirus travel restrictions, Mr. is seeking a full refund from Expedia for multiple flight reservations.Our records show on September 29, 2019, Mr. or an authorized account user self-booked a flight reservation on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Newark, NJ USA to Athens, Greece departing on March 27, 2020 and returning on April 5, 2020, for a total of $742.12.

Our records show on September 29, 2019, Mr. or an authorized account user self-booked a flight reservation on Expedia’s website under itinerary ***.Travel was with *** Airlines, traveling from Newark, NJ USA to Athens, Greece departing on March 27, 2020, and returning on April 5, 2020, for a total of $8244.77.

Our records show on January 26, 2020, Mr. or an authorized account user self-booked a flight reservation on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Athens, Greece to Rome, Italy departing/arriving on March 28, 2020, for a total of $1553.30.

Our records show on March 6, 2020, Mr. or an authorized account user self-booked a flight reservation on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Athens, Greece to Cairo, Egypt departing/arriving on March 29, 2020, for a total of $1185.67. The flight reservation included a Protection Plan.

Our records show on March 7, 2020, Mr. or an authorized account user self-booked a flight reservation on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Cairo, Egypt to Thira, Greece departing/arriving on March 31, 2020, for a total of $1,752.67. The flight reservation included a Protection Plan.

Our records show on March 7, 2020, Mr. or an authorized account user self-booked a flight reservation on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Cairo, Egypt to Thira, Greece departing/arriving on March 31, 2020, for a total of $276.08. The flight includes a Protection Plan.

On January 26, 2020, Mr. contacted Expedia to determine if the name of the passenger under itinerary ***, could be changed. We informed Mr., that based on *** Airlines restrictions that name changes are not permitted. In addition, Mr. left the flight unchanged, however, on March 23, 2020, the flight was cancelled. Due to the non-refundable rules associated with the reservation a Future Travel Credit of $742.12, was issued.

*** has indicated that customers affected by COVID-19, with tickets issued up to June 30, 2020 and have a flight validated for travel up to November 30, 2020. *** passengers have the flexibility to fly with *** again when they’re ready to rebook before June 30, 2020. The total amount paid for the original booking will be accepted for any flight to the same destination/regionat any time with no penalty fees during this period.

On April 21, 2020, Expedia contacted *** Airlines to advocate on Mr.’s behalf to request a refund of $742.12. The request will be reviewed by *** and processed accordingly, the final outcome, will be provided to the customer directly.

On March 24, 2020, Mr. contacted Expedia to cancel his flight and to request a refund under itinerary ***. Regrettably, *** policy strictly states the reservation is non-refundable, therefore, we informed Mr., that we can cancel the flight but we are unable to process his refund request, the flight appears cancelled.

*** has indicated that customers affected by COVID-19, with tickets issued up to June 30, 2020 and have a flight validated for travel up to November 30, 2020. *** passengers have the flexibility to fly with *** again when they’re ready to rebook before June 30, 2020. The total amount paid for the original booking will be accepted for any flight to the same destination/regionat any time with no penalty fees during this period.

On April 21, 2020, Expedia contacted *** Airlines to advocate on Mr.’s behalf to request a refund of $8,244.77. The request will be reviewed by *** and processed accordingly, the final outcome, will be provided to the customer directly.

On March 6, 2020, Mr. contacted Expedia to cancel and request a full refund for the flight reservation under itinerary ***. Fortunately, *** Airlines restrictions reflect $1553.30, is refundable without a penalty fee we then cancelled/processed a refund. The time it takes for the refund to post back to the customer original form of payment may take up to eight weeks.

On March 24, 2020, Mr. contacted Expedia to cancel and request a full refund for the flight reservation under itinerary ***. Fortunately, *** Airlines restrictions reflect $1080.67, is refundable without a penalty fee we then cancelled/processed refunds. The time it takes for the airfare refund to post back to the customer original form of payment may take two billing cycles. However, the refund of $105, for the flight Protection Plan, may take up to 30 days to post.

On March 24, 2020, Mr. contacted Expedia to cancel and request a full refund for the flight reservation under itinerary ***. Fortunately, *** Airlines restrictions reflect $1646.67, is refundable without a penalty fee we then cancelled/processed refunds. The time it takes for the airfare refund to post back to the customer original form of payment may take two billing cycles. However, the refund of $106, for the flight Protection Plan, may take up to 30 days to post.

On March 24, 2020, Mr. flight reservation booked under itinerary ***, shows, cancelled. Regrettably, *** Airlines restrictions reflect $241.07, is non-changeable/non-refundable, which prevented our ability to process a refund.

On April 22, 2020, Expedia contacted *** Airlines to advocate on Mr.’s behalf, the airline did not permit a refund for Mr. reservation. In regards, to a Future Travel Credit we submitted a request for a travel credit. The airline voucher confirmation is available below, for Mr. records:

Your Credit Voucher request was successfully submitted. Your registration number is ***In case you have not received your Credit Voucher within 30 working days, from the date that your request was submitted please contact us, so that one of our representatives can assist you as soon as possible.The following itinerary number ***, does not yield any results in our system. Therefore, Expedia is unable to provide supporting information.

Note: The Airlines are the merchants of record (the entities that received the funds and are the companies that charged Mr.’s credit card) for each flight reservation.

Because of the extraordinary circumstance of Coronavirus (COVID-19) travel disruptions, we are receiving a high volume of requests for a refund. Nonetheless, 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. Expedia has no control over when, or how often, airlines cancel or restrict a flight. We cannot provide a refund unless approved by the airline and must adhere to the airline’s policies.

Moreover, Mr. agreed to Expedia’s Terms of Use, which expressly states:

The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.The reservations that include a non-refundable protection plan we cannot submit a claim on Mr.’s behalf. Travel Guard’s contact details is available (below) as part of the (disclosed) terms and conditions.Flight Protection Plan:https://webservices.travelguard.com/***USA 1.855.***International: 1.*** Email Address ***While we understand the Coronavirus (COVID-19) situation we have continued to serve Mr. to the best of our abilities by providing access to either, Future Travel Credits, applying for or issuing full refunds. We are committed to serving the needs of our customers, while also maintaining the various policies of our travel providers. Due to the information provided above, we are unable to honor Mr.’s refund requests. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team

April 21, 2020

Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department

Re: Expedia Case #: ***
Dear Revdex.com,

Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.

Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a hotel refund request.

Our records show on March 6, 2020, Mrs. self-booked a hotel reservation via tinerary ***. The total amount paid for the room was $337.86 and $15 for the insurance. We understand from Mrs.’s complaint she called Expedia several times and was unable to reach an agent due to the volume of calls being made to Expedia at the time. Mrs. is requesting a refund for the total amount paid for the hotel reservation and insurance, a total of $352.86.

Upon researching the customer’s complaint I called the hotel several times and was unable to reach anyone who would authorize a refund. I have taken the liberty of refunding the full amount Mrs. paid for the reservation and insurance. The refund should appear on the customers account within 3 – 7 business days depending on her financial institution.

Expedia’s goal is to provide an exceptional customer experience. We apologize for any inconvenience Mrs. encountered in resolving 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 us.

Sincerely,

Daniel *** Corporate Correspondence Support

Dear Revdex.com,

As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.

Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.

We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.

We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.

Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.

This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.

Thank you

Dear Revdex.com,

As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.

Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.

We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.

We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.

Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.

This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.

Thank you

April 2, 2020

Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***

Dear Revdex.com,

Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.

Expedia is responding to the consumer complaint from Mr. *** , Revdex.com case number *** regarding a future use of the hotel. We understand that Mr. would like a voucher for a future stay at the same location for the equal amount of the time when the travel restrictions are lifted

Our records indicate on January 25, 2020, Ms. *** or an authorized user of the account self-booked two round trip flights on *** Airlines departing March 21, 2020 from Baltimore, MD to Cancun, Quintana Roo, Mexico and returning on March 28, 2020; along with a seven-night hotel reservation at *** - All Inclusive - Adults Only via ***.

We can confirm on March 19, 2020, the customer called in and requested to cancel due to COVID-19. Our representative reviewed the reservation and verified it was non-refundable and inside of penalty. Our representative called the hotel and was asked to call between 9am to 6pm. The customer was sent an email advising the hotel does not have a waiver for the date that she is traveling.

On March 21, 2020, a cancellation email was email to the email address on file which advised, “there was no refund when cancelling the reservation”.

On March 24, 2020, the customer called in wanting to get the refund for the reservation. Our representative reviewed the reservation and noted it has been cancelled and the hotel previously denied refunding.

On March 26, 2020, Expedia sent the customer an email about the hotel denying the refund. Expedia advised, “One of our customer support representative has already coordinated with *** - All Inclusive - Adults Only and the property has already denied your refund request.

We understand your frustration with the situation, however, as much as we would like to assist you, Expedia is subject to the rules and restrictions of the vendors whose services we sell. We act only as an agent for their product and do not have the authority to override or to change their policies. We operate under the policies of the vendors whose services we sell.”

After further review on April 2, 2020, Expedia reviewed the details of the account, the reservation and the notes on the account. Expedia called the hotel and they advised they are currently closed. Previously the hotel advised they would not authorize a refund.

Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. American Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:

The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team

April 21, 2020

Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***

Dear Revdex.com,

Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.

Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund. We understand that Ms. is requesting a refund.

Our records indicate on February 28, 2020, Mr. *** or an authorized user of the account self-booked one round trip flight on LOT-*** Airlines departing on March 21, 2020 from New York, NY, USA to Warsaw, Poland and returning on April 2, 2020 along with the Flight Protection Plan via ***.

After further review on April 21, 2020, there are no notes or documentation on the account in regards to the flight reservation. Expedia was able to review the airline system which shows the reservation was cancelled by LOT-*** Airlines on March 14, 2020. LOT-*** Airlines COVID19 policy states the ticket can be rebooked once free of charge for flights operating in the same fare, must be rebooked and travel by December 31, 2020. Any increase in fare is the customer responsibility. There is a future flight credit on the Expedia account for $1,121,71. Their policy is not offering a refund of the cost paid. Since they are the merchant of record and made the initial charge Expedia must advise of the applicable policy.

Mr. can contact our Customer Service Department at 877-*** for assistance with exchanging the ticket.

Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. LOT-*** Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Mr. Gans accepted Expedia’s Terms of Use, which expressly state:

SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.

Based on above we are not able to honor your request for refund. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team

April 21, 2020

Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***

Dear Revdex.com,

Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.

Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund for her return flight. We understand that Ms. is requesting a refund of $476.98.

Our records indicate on December 28, 2019, Ms. or an authorized user of the account self-booked a combined one way flight on *** Airlines and *** departing on January 5, 2020 from Los Angeles, CA to Changchun, China and returning on February 3, 2020 via ***.

We can confirm on January 2, 2020, the customer called in inquiring on the cancellation fee. Our representative advised there was a $300 fee for cancellation for the outbound flight *** for cancelling the return flight. The customer did not cancel and decided to reconsider.

On February 1, 2020, the customer called in to cancel. There are no other notes or changes to the account.

After further review on April 21, 2020, Expedia was able to review the airline system which shows the reservation was cancelled February 1, 2020 but no refund was submitted to ***. Expedia submitted the refund request via the airline system to ***. *** was the merchant of record for the initial charge and they will appear as the merchant once the refund appears on the customer’s statement.

Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airline and *** were the operating carriers and merchants of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:

SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.

Based on above the refund will be issued back to the original form of payment by ***, we are not able to honor your request for refund. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team

April 22, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a flight reservation.Our records show on February 8, 2020, Ms. or an authorized account user self-booked a flight reservation on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Denver, CO USA to Cairo, Egypt departing on March 5, 2020 and returning on March 15, 2020, for a total of $2386.30. We understand that Ms. is seeking a refund for the unused portion of her flight reservation. On March 11, 2020, Expedia contacted Ms. to discuss the schedule change that affected the flight departing on March 15, 2020. The options provided by *** Airlines did not accommodate the customer’s trip plans. Therefore, we contacted *** Airlines to determine if we could select a more suitable flight. We received *** Airlines response via email on March 12, 2020, supplying the following details:The customers were automatically accommodated:Tickets: ***Note: The customers are ticketed on flights *** departing on March 14.On April 1, 2020, Ms. contacted Expedia to inform us that she did use the *** Airlines flight which departed on March 14, 2020. We then advocated on Ms.’s behalf by contacting *** Airlines to request a partial refund.Our records indicate, on April 15, 2020, we received *** Airlines response via email advising that due to the extraordinary circumstances their unable to provide an exact dollar amount to be refunded and the exact refund date, we informed Ms. by email that her case is under review and will be resolved accordingly. Expedia serves as a third-party intermediary we do not own, operate or otherwise run any airline and we are subject to the refund timeframe provided to us by the travel provider. *** Airlines is (the entity that received Ms.’s funds and is the company that charged her credit card). Upon further review, on April 23, 2020, we contacted *** Airlines for the refund status and confirmation details. The airline advised that their unable to calculate the total refund due to the use of the outbound flight and an unprecedented number of refund requests, causing extreme delays. The refund may take up until (October) to post back to the customer’s original form of payment. In addition, Expedia contacted Ms. directly to provide her with a resolution based on the airlines refund timeframe. In addition, we issued a $200 voucher to Ms.’s Expedia account for the inconvenience of the experience. The voucher is valid for a “pay now” stand-alone hotel or a hotel as part of a package reservation. The voucher is valid until May 31, 2021. Kindly note, that this voucher is not intended to place a value on Ms.’s experience, but rather, it is meant to emphasize our commitment to her as a customer.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Melanie ***Corporate Correspondence Team

April 9, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***

Dear Revdex.com,

Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better

Business Bureau (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.

Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a

package reservation. We understand Mr. is requesting to cancel with a full refund for his reservation.

Our records indicate that on February 17, 2020, Mr. ***, or an authorized user of his Expedia account, self-

booked a package reservation for two travelers, under itinerary ***. Travel was on *** Airlines, departing

September 16, 2020 from New York, NY to Barcelona, Spain and returning on September 30, 2020, with stay at the

***

Upon reviewing this matter, we verified the airlines cancelled Mr.’s reservation due to the Coronavirus outbreak.

We acted on Mr.’s behalf and sent a request to *** to request for a refund. We will notify the customer once we

receive a response via email. We reached out to the property to request for a refund however, we were advised to follow

the normal policy of the reservation which is non-refundable.

Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and

airlines and is subject to the rules and restrictions of those providers. Expedia does not own or operate any hotels.

Additionally, Expedia’s Terms of Use, which were agreed to by Mr. at the time of booking, expressly state:

The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further

questions or concerns regarding this matter, please feel free to contact us. Sincerely,

Dez ***Corporate Correspondence Team

April 19, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,

Thank you for forwarding the consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret to hear

Mr. *** did not accept our response and/or resolution offered.

When researching this matter we were able to process a full refund of your flights totaled $ 1,041.48 back to the original

credit card. The time it takes the refund to post to your account varies, depending on the time it takes the airline and

your credit card company to process refunds. If you have not received your refund within 6-8 weeks, please contact your

bank or the airlines as this matter has been resolved by Expedia.

While we regret that your experience was not as we would have hoped. We thank you for allowing us the opportunity to

address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please

feel free to contact us. Sincerely,

Dez ***Corporate Correspondence Team

April 20, 2020

Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***

Dear Revdex.com,

Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.

Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund. We understand that Ms. is requesting additional amount of refund.

Our records indicate on February 9, 2020, or an authorized user of the account self-booked two rooms at the *** Munich - *** arriving on March 20, 2020 and checking out on March 22, 2020 via ***.

We can confirm on March 10, 2020, the customer called in and wanted to cancel the booking due to the Corona virus, one of the guests is a senior citizen and was advised not to travel.

After further review on April 20, 2020, Expedia was able to review the reservation, confirmation itinerary and our back office system. Expedia was able to verify on March 10, 2020 one of the two rooms on the reservation were cancelled online. Expedia emailed the cancellation to the email address on, advising of the refund of $19.46. On March 18, 2020 the second room on the reservation was cancelled and Expedia emailed the email address on file that there would be a refund of $214.32. The rooms were cancelled and the hotel policy was applicable based on the cancellation.Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:

The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.

Based on above we are not able to honor your request for refund. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team

April 24, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Ms. ***. We regret to hear Ms. did not accept our response.

We are again responding to Ms. complaint regarding the request for a full refund for the two cancelled hotel reservations.After further review of your complaint we can determine that no new information has been provided, thus, Expedia continues to stand by its original reply. As stated in our original response, *** Munich - ***, denied authorizing Expedia to fully refund the reservation. Since the hotel denied the refund, Expedia had to cancel the reservation based on the hotel cancellation policy.

We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.

Based on above we are not able to honor your request for refund. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Di-Di ***Corporate Correspondence Team

Dear Revdex.com,

As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.

Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.

We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.

We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.

Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.

This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.

Thank you

April 10, 2020Revdex.comAlaska, Oregon&Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding her flight schedule. We understand that Ms. is questioning how to proceed with the airline cancellation.Our records indicate on October 18, 2019, Ms. or an authorized user of the account self-booked two round trip flights on *** departing June 6, 2020 from New York, NY to ***, Colombia and returning on June 15, 2020, along with an eight night hotel stay at Sites and the Package Protection Plan, via ***. A confirmation email was emailed the email address o file, it was opened and reviewed once.We can confirm on March 13, 2020, Expedia emailed the customer and advised that *** changed the flight schedule. We gave the customer options and ask that we receive a response within 48 hour. The customer replied on March 18, 2020 stating concern that flight will be canceled again. The customer then replied on March 26, 2020 advising they would like the 2nd option.After further review on April 10, 2020, Expedia was not able to book the outbound flight on our site and the outbound flight was not available on ***’s website. *** advises the following: " according to the temporary suspension of international flights and frequency adjustments due to COVID-19, *** extends its flight change policy up to March 31st, 2021. Passengers with international and national flights with a code reservation or an *** will, up to June 30th, 2020, be able to:Make flight changes free of charge in available flights in the same route and fare until March 31st, 2021. In case of change of route, there will be only an extra charge if there is a fare difference until March 31st, 2021. If there is a difference of fares, it shall be covered at the moment of making the change. Changes must be made within the year the reservation or *** is valid. If the reservation or *** expires before June 30th, 2020, its validity will be extended to June 30th 2020. Changes must be made with at least 24 hours before departure. Refunds are permitted in Priority class according to Terms and Conditions on your booking. There are no restriction periods. Flights must be completed up until March 31st, 2021.Upon review of the original email Expedia asked for a response within 48 hours and the customer email response was 13 days later. The airline has no availability of flights for the departure and their COVID19 policy is currently applicable. Mr. may contact our Customer Service Department at 877-*** for assistance with changing her flights. Upon contacting the hotel they advised no refund for the reservation.Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Di-Di ***Corporate Correspondence Team

Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you

March 30, 2020Revdex.com ***, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mrs.
*** (Revdex.com case number ***) regarding a package reservation. Our records indicate that on March 5, 2020, Mrs.,
or an authorized user of her Expedia account, self-booked a package reservation
using Expedia’s website, under itinerary ***. The package included
flights, hotel accommodations and Travel Protection Package Protection Plan,
for one traveler. Travel was with *** Airlines, from Ontario, CA, to
Missoula, MT, departing on April 14, 2020, and returning on April 15, 2020. The
hotel accommodations were with ***-Missoula, MT, for a check in on
April 14, 2020, and a check out on April 15, 2020. The Package Protection Plan
is with ***. On March 22, 2020, the customer self-cancelled the flight
and hotel reservations using Expedia’s website. A full refund of the hotel
portion was issued, in the amount of $77.59. We understand Mrs. is
requesting to use her Package Protection Plan to receive a refund of the flight
portion.As mentioned by the customer in her Revdex.com complaint, ***
Airlines has offered future travel credit under the traveler’s name, instead of
a refund. The above is following the airline’s terms and conditions as accepted
by Mrs. at the time of booking. Please note that Expedia serves as a third-party
intermediary with travel providers such as hotels, car rental agencies and
airlines and is subject to the rules and restrictions of those providers. Additionally,
Expedia’s Terms of Use, which were agreed to by Mrs. at the time of
booking, expressly state:The carriers, hotels and
other suppliers providing travel or other services on this Website are
independent contractors and not agents or employees of the Expedia Companies or
the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable
for the acts, errors, omissions, representations, warranties, breaches or
negligence of any such suppliers or for any personal injuries, death, property
damage, or other damages or expenses resulting there from. The Expedia
Companies and the Expedia Partners have no liability and will make no refund in
the event of any delay, cancellation, overbooking, strike, force majeure or
other causes beyond their direct control, and they have no responsibility for
any additional expenses, omissions, delays, re-routing or acts of any
government or authority. In respect to the Package Protection Plan purchased with
the reservation, Mrs. needs to reach out to *** and open a claim
per the provided process. Any compensation will be based on the protection
coverage and within the discretion of ***.We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team

Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you

Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been wor*** around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are wor*** around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also wor*** through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
wor*** as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or reboo*** due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are wor*** together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you

April 16, 2020

Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***

Dear Revdex.com, Thank you for ta*** the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.

Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund. We understand that Ms. is requesting a full refund.

Our records indicate on February 8, 2020, Ms. or an authorized user of the account self-booked one round trip flights on *** departing March 15, 2020 from Toronto, ON, *** to London, England, and returning on March 21, 2020, via ***.

We can confirm on March 20, 2020, the customer called advising that she could not reach us so she submitted a form online requesting to cancel. She later received an email telling her that the flight was not operating.

On March 21, 2020, the customer called in to cancel but the flight was marked as a no show on the day of departure by ***. Our representative spoke with a Supervisor whom advised since the airline marked the flight as a no show there is nothing that could be done. The fare rules were verified and it was also verified that Expedia does not issue refunds due to the outage. Our representative advised that Expedia would send *** the rate to check, but no promises were made, a $100 goodwill coupon was applied to the Expedia account for the experience.

After further review on April 15, 2020, reviewed the reservation and confirmation itinerary. Called *** and they advised that since they marked the flight as a no show after it departed, the ticket is of no value. The form that was emailed by the customer advised we would contact within five but the airline no showed record prior.

Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:

The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.

Based on above we are not able to honor your request for a refund. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team

Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you

May 18, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Dr. ***. We regret to hear Dr. *** did not accept our response.We are again responding to Dr. *** complaint regarding a refund for the *** flight.Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. Please accept our apologies *** issued a credit for and not a refund for the COVID19 cancellation. *** is the provider of the protection that purchased at the time the reservation was created. The customer must contact *** at 855-*** to file a claim.We understand that you are dissatisfied with receiving a credit with an airline vs. a full refund. We’ve worked incredibly hard to work with our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for flights that are ordinarily non-refundable or limit changes. We recognize that an airline credit may not be what you were looking for but know that these are extraordinary circumstances that travel partners are trying to work through and Expedia Group must follow the airline policies.Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and the airlines, and is subject to the rules and restrictions of those providers. *** 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 itinerary. We hope you understand that we must adhere to the policies dictated by the airline. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,Di-Di ***Corporate Correspondence Team