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 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

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

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

April 2, 2020 Revdex.com Revdex.com Northwest Complaint Department 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. We are disheartened the
customer felt their concerns, were not resolved adequately by our company prior
to seeking further actions from you. We are responding to the consumer complaint from ***, Revdex.com case
number *** regarding a flight cancellation request.
Upon additional review it was verified that Mr. booked the
reservation in question, itinerary ***, with *** Ultimate Rewards
and not via Expedia.com. We have worked with our *** team to provide the
following details on this issue. While the reservation is non-refundable, as
per *** policy this reservation is eligible for a future travel
credit due to the reservation not being utilized as booked. The following
Future Travel Credit information is being held for Mr. and his
traveling companions to be utilized as outlined below. Number of Passengers: 3 Amount of Credit per person: $92.50 Change fee: Waived by *** Travel must be completed by March 21, 2021 FTC can be used for a new booking with *** Again, we thank you for allowing us the opportunity to address the issues that
were brought to our attention. If Mr. has any further questions
or concerns regarding this matter or when Mr. would like to use his
FTC, he will need to contact *** Ultimate Rewards directly at ***. Sincerely, Michelle *** Ultimate Rewards Supervisor DeskTell us why here...

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, Ms. or an authorized user of the account self-booked two round trip flights on *** departing April 6, 2020 from New York, NY to Oranjestad, Aruba returning on April 10, 2020 along with a four night stay at *** and *** Transportation, via ***. The customer called in to find how much they paid for the transportation. Our representative advised the cost was $45.

We can confirm on March 1, 2020, the customer called in asking about the cost of the change fee. Our representative advised the change fee was $200.00 and guided on how to select seats.

On April 1, 2020, the customer called in and asked about refund. Our representative provided a new refund time frame.

After further review on April 9, 2020, Expedia has been able to verify that the customer cancelled the hotel and ground transportation on March 20, 2020. The refund for the hotel was $432.47 and the ground transportation was $45. Expedia also verified the customer cancelled the three flights with *** on March 20, 2020. In cancelling the flights, a future travel credit of $535.00 per ticket. We verified on *** website that their COVID policy states, “ If you have a ticket with a flight date between March 4th and May 31st, 2020, you can change it without a penalty charge, regardless of the booking date or the destination”. 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 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 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 hotel reservation. Our records show on January 31, 2020, Mr. or an authorized account user self-booked a hotel accommodation using Expedia’s website, under itinerary *** The hotel stay was with ***, Kailua-Kona HI for a check in on March 12, 2020 and a check out on March 16, 2020, for a total of $1026.36. We understand that Mr. is seeking compensation from Expedia for the penalties charged under the resorts cancellation policy, based on Travel Advisories. On March 11, 2020, Mr. or an authorized account user cancelled the hotel stay on our website, therefore, a penalty fee of $256.59 was deducted. The time it takes for $769.77, to process back to the original form of payment will take up to 30 days due to our delays in processing. On March 16, 2020, Mr. contacted Expedia requesting a refund for the penalty fee. We reached out to ***, on behalf of Mr. to request a refund. Regrettably, the hotel denied our request stating that the reservation was cancelled after, Monday, March 9, 2020 which was subject to a hotel fee equal to 1 night(s) plus taxes.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, operate or otherwise run any hotel. Expedia’s Terms of Use, which were agreed to by Mr. at the time of booking, 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 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.On April 8, 2020, Expedia contacted the *** to advocate on Mr. behalf, due to the Coronavirus (COVID-19) which has impacted a number of travelers plans around the world. However, the Resort was unavailable at the time of our inquiry. Based on the circumstances, Expedia has issued a $100 voucher to Mr. 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. Please note that this voucher is not intended to place a value on Mr. experience, but rather, it is meant to emphasize our commitment to him as a customer. While we regret Mr. experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Expedia is unable to honor his request.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 16, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for your reply. We regret to hear that Mr. wasn’t satisfied with our response and/or resolution offered. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attentionWe have reviewed the documentation Mr. provided to further address his health concerns, due to the Coronavirus. We understand that Mr. is seeking a refund for the penalty fee charged under the resorts cancellation policy.Upon receipt of the Revdex.com complaint, on April 16, 2020, Expedia contacted the *** to advocate on Mr. behalf, due to the Coronavirus. We forwarded over Mr. documentation to the resort for refund reconsideration. Fortunately, *** issued authorization to Expedia to submit a refund.On April 16, 2020, due to our current delays in processing refunds, $256.59 may take up to 30 days to post back to Mr. original form of payment. 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

Dear Revdex.com, Thank you for taking the time to contact *** 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 Expedia (Revdex.com
case number ***) regarding a flight reservation. Our
records reflect a round-trip fare with Emirates from Naples (***) to Bangkok (***)
departing March 7,2020, and returning March 23,2020. We understand Mr. is requesting Expedia re-booking a return
flight from Bangkok to Naples, due to a cancellation admitted by the airlines. The
customer is also requesting Expedia pay his cell phone charges relating to the
time spent on hold with customer service.

On March 11, 2020, Emirates cancelled flight *** with no re-protection on a new flight until May 19,2020. Mr. or someone with
access to the account called in on March 23,2020 to receive new flights. A
corporate representative was able to re-book Mr. with no additional
charges from Bangkok to Rome departing on April 2,2020 on *** airlines. On
March 25, *** cancelled these flights as well and the customer made another
call to Expedia on March 30. An Expedia representative advised Mr. there are
no routes *** will operate during April. A credit with *** was permitted to use
for future travel one year from March 23,2020, and accepted by Mr..

Expedia has
accommodated the customer with new flights, therefore no further compensation can
be offered.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,Michael ***Corporate Correspondence Team

Dear Revdex.com, Thank you for
forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear Mr. did not accept
our response and/or resolution offered.We have reviewed the documentation/new information *** provided to
further address his concerns.A
credit for *** on itinerary *** was permitted to use for future
travel one year from March 23,2020 that Mr. had accepted on March 30.
This credit is used by calling into Expedia when new flights are ready to be
booked.

We do
understand Mr. is looking for a refund instead of an airline credit.
Several attempts were made to reach the customer to discuss further
compensation, but we were unable to reach ***. Due to the inconvenience Mr.
*** has undergone, Expedia has processed a refund for the original flight and
insurance purchased on itinerary *** for $655.75.

We 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,

Michael ***Corporate
Correspondence Team

April 7, 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 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 vacation package. Our records show on October 10, 2019, Mr. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Chicago, IL, to Cancun, Mexico departing on November 16, 2019 and returning on November 23, 2019. The package included one hotel room and car rental with a stay at ***, for a check in on November 16, 2019 and a check out on November 23, 2019.The total cost of the package is $1889.33. In addition, on October 10, 2019, Mr. or an authorized account user self-booked a second package on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Chicago, IL, to Cancun, Mexico departing on November 16, 2019 and returning on November 23, 2019. The package included two hotel rooms and private shuttle service with a stay at ***, for a check in on November 16, 2019 and a check out on November 23, 2019.The total cost of the package is $2974.97. We understand Mr. is requesting that Expedia refund the hotel portion of his package or provide him with a different form of compensation.On October 10, 2019, Mr. contacted Expedia after he voided the flight and cancelled the private shuttle service on our website. Therefore, Mr. needed Expedia’s assistance in obtaining a refund for the non-refundable hotel room, booked under itinerary *** We then advocated on his behalf by contacting the *** to request authorization. Regrettably, we were unable to obtain authorization to proceed forward with Mr.’s refund request. Additionally, by selecting to complete this booking Mr. acknowledged that he read and accepted the below Rules & Restrictions and Expedia’s Terms of Use.*** Cancun Cancellation Policy: The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.*** Airlines cancellation and change policy: After 24 Hours _Tickets are non-refundable and changes are not permitted.*** Advisory: Charges associated with the base rate are those which are applicable At the time of booking and could be subject to change. Only those charges listed as mandatory are included in the total rate For the displayed rental.Terms of Use: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.On October 15, 2019, Expedia contacted Mr. to discuss his credit card dispute of $1124.40, for itinerary *** We provided Mr. with our strict dispute procedures by phone in an attempt to resolve his complaint. However, Mr. stated during our call that he will continue working with his financial institution. We then had to cancel the hotel portion of this itinerary ***, due to non-payment, as Mr. had an open dispute case. While we regret his experience was not as we would of hoped, due to the non-refundable hotel restrictions and a former financial dispute stated above Expedia is unable to honor his request. 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

June 3, 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.Between October 10, 2020 and October 14, 2020, Mr. contacted Expedia requesting to cancel the non-refundable hotel stay. In order to override the following rule, “Should you change or cancel this reservation for any reason, your payment will not be refunded”. We called the hotel three times and we spoke to three hotel representatives that did not give the authority to override their non-refundable policy. Therefore, on October 15, 2020, Mr., sent an email stating that he felt we didn’t contact the property to obtain the authorization to process a refund. In addition, Mr. stated that if Expedia cannot refund him, he will take action.We received a dispute on October 15, 2020, we then contacted Mr., who stated the following during our dispute consultation,” I do not want the reservation, and I will not pay for it”. Mr., stated further,” I do not trust your services”, we then informed Mr., the reservation will be cancelled and the financial dispute will be addressed.In reference to Mr.’s statement, “The hotel does not get paid by Expedia unless there is an actual stay at their hotel”. We are held liable by the travel supplier for the collection of payment. Should the reservation be cancelled, or left active, the payment for services will remain obligated under the booking conditions. Therefore, in most cases the hotel property will still collect the payment for a cancelled accommodation. More specifically, under the most restrictive policy of non-refundable. On May 22, 2020, Expedia sent an email to, “***”, to request a full refund. We contacted the property administrator, but due to the Coronavirus travel disruptions, the property will be closed until May 31, 2020. When,” ***”, responds to our refund inquiry we will contact Mr. directly as we are subjected to the resorts approval.On June 1, 2020, Expedia received the response from the property administrator, we were given the required approval to process a full refund. Furthermore, Expedia processed a refund of $1124.40, back to the customer’s original form of payment. It may take up to 30 days for the refund to deposit due to our current delays. 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

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 3, 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 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 his flight reservation. We
understand, the customer is requesting to void his flight due to COVID-19. Our records indicate that on March 22, 2020,
the customer, or an authorized user of the Expedia account, self-booked a roundtrip
flight from San Francisco, CA, USA, to Seoul, South Korea, departing on March
26, 2020, and returning on March 28, 2020. The customer paid $3,589.5 for the
flight. Upon further research, on March 23, 2020,
the customer called us and requested to cancel the flight due to COVID-19. On
March 23, 2020, per the customer’s request, Expedia agent voided the flight. Please keep in mind, when a flight gets
voided, there is no refund, the initial associated authorization charge falls
off the customer’s bank statement. 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,Gayana *** 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 3, 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 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 his package reservation. We
understand, his returning flight with *** Airlines was cancelled and the
customer is requesting a refund of the unused flight, along with a refund of
his travel package protection plan. Our records indicate that on November 22,
2019, the customer, or an authorized user of the Expedia account, self-booked a
package for two passengers on Expedia's website, under itinerary ***.
It included an outbound flight with *** Airlines from Providence, RI, USA, to
Cancun, Quintana Roo, Mexico, with a connection in Atlanta, GA, USA, departing
on March 10, 2020; A returning flight with *** Airlines from Cancun,
Quintana Roo, Mexico, to Providence, RI, USA, with a connection in Charlotte,
NC, USA, departing on March 19, 2020; A refundable ***, Cancun, Mexico, for March
10-19, 2020; A Travel Protection Package Protection Plan with ***; a Private
Ride: Cancun Airport (***) with ***. The customer paid $5,298.57
in total for the package. Upon review, the customer used his
outbound flight with *** Airlines on March 10, 2020. The customer’s returning
flight with *** Airlines was cancelled on January 13, 2020. Upon further review,
on this date, January 13, 2020, we received a chargeback for this flight from the
customer’s bank. As a result, the flight was auto-cancelled and the airline
issued a full refund of $500.00 back to the customer’s original form of payment.
Attached are two screenshots from *** Airline’s website with refund
details. Travel Package Protection Plan can be refunded
pre-travel and no later than 15 days after purchase. Based on the information
above, we are not able to honor the customer’s 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,Gayana *** Corporate Correspondence Team

April 11, 2020 Revdex.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 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 his package
reservation under itinerary ***. Our records indicate that on November 22, 2019, the customer, or an
authorized user of the Expedia account, self-booked a package for two
passengers on Expedia's website, under itinerary ***. It included an
outbound flight with *** Airlines from Providence, RI, USA, to Cancun,
Quintana Roo, Mexico, with a connection in Atlanta, GA, USA, departing on March
10, 2020; A returning flight with *** Airlines from Cancun, Quintana Roo,
Mexico, to Providence, RI, USA, with a connection in Charlotte, NC, USA,
departing on March 19, 2020; A refundable ***, Cancun, Mexico, for March 10-19,
2020; A Travel Protection Package Protection Plan with ***; a Private
Ride: Cancun Airport (***) with ***. Upon review, the customer contacted Expedia on December 7, 2019, and
requested to cancel his package. On December 7, 2019, we cancelled the refundable
hotel for a full refund of $2,762.24 and the refundable shuttle service for a
full refund of $62.72; Due to the flights’ nonrefundable policy, our agent
refunded both flights using the customer’s Travel Protection Package Protection
Plan - $408.02 for the flight with *** and $500.00 for the flight with ***
Airlines. Our system indicates that all four refunds were successfully processed
by the customer’s bank. Should the customer have a question in regards to his refunds, he needs
to contact his bank. 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,Gayana ***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 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 cruise reservation.Our records show on January 13, 2020, Ms. or an authorized Expedia account user booked a cruise reservation, under itinerary *** . Travel was with *** traveling from New York, NY to Bermuda departing on April 11, 2020 and returning on April 18, 2020, for a total of $1495.43. We understand that Ms. is seeking compensation from Expedia, due to canceling the reservation based upon (COVID-19).On February 25, 2020, Ms. contacted Expedia to obtain the cancellation policy, as she was interested in canceling. We provided Ms. with the (75 percent) penalty rate should she chose to cancel, therefore, $774.96, would be deducted based on ***’s cancellation chart, below:Days Prior to Departure:7 Days or More Sailings (Mini Suites and Below)119 - 91 days 25%90 - 61 days 50%60 - 31 days 75%30 days or less 100%On February 26, 2020, Ms. contacted Expedia to cancel the cruise reservation, due to an extenuating circumstance and (COVID-19) concerns. While we understood the extraordinary circumstances that affected Ms. travel plans, *** did not have a flexibility policy available to override their penalty. Therefore, the reservation was cancelled and the (75 percent) penalty fee was deducted. On February 27, 2020, Ms. called Expedia back to discuss the cancellation penalty fee of $774.96, we made an attempt to reiterate the (75 percent) *** policy. However, Ms. did not accept the conditions we relayed on behalf of the travel provider. Moreover, Expedia’s Terms of Use which were agreed to by Ms. the time of booking, 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 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.Expedia serves as a third-party intermediary with travel providers such as cruise lines, car rental agencies, hotels, and airlines we are subjected to the rules and restrictions of those providers. Expedia does not own or operate any cruise line and we have no control over when, or how often, cruise lines cancel/restrict sailing. We cannot provide a refund unless approved by the cruise line and must adhere to the cruise lines policy.While we understand the (COVID-19) situation we have continued to serve Ms. to the best of our ability through-out her requests for assistance. 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 Ms. refund request. 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

March 31, 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 Mrs. ***, Revdex.com case number *** regarding a refund. We understand that Mrs. is requesting to receive a refund instead of the flight credit she has for the cancelled flights.

Our records indicate on January 25, 2020, Mrs. or an authorized user of the account self-booked two round trip flights on *** departing on April 15, 2020 from New York, NY to Zurich, Switzerland and returning on April 25, 2020; via ***. The customer called in and wanted to select paid seats. Our representative advised that she can select seats on the airline website.

On March 21, 2020, Expedia was able to view our back office system and it shows the reservation was cancelled on March 21, 2020.

After further review on March 31, 2020, we have verified that the original reservation that was created was non-refundable. *** fare rules state cancellation are allowed anytime; ticket is non-refundable; changes are allowed and a $300 per ticket change fee plus any difference in the cost of the new fare would be applicable to a change. The airline credit is valid for 12 months from the date of issue (January 25, 2020).

Mrs. may contact our Customer Service Department at 877-227-7481 for any inquiry she may have about changing her flights.

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 Mrs. 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 the information provided above, Expedia is unable to honor Mrs.’s 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

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. & Mrs. ***, Revdex.com case number *** regarding a refund. We understand that Mr. & Mrs. are requesting a full refund.

Our records indicate on January 23, 2020, Mrs. *** or an authorized user of the account self-booked two round trip flights on *** Airlines departing March 17, 2020 from Charlotte, NC to Punta Cana, Dominican Republic and returning on March 21, 2020; along with a four-night hotel reservation at *** - All Inclusive Resort via ***.

After further review on April 2, 2020, Expedia contacted the hotel and they advised that the reservation was cancelled on March 13, 2020 and that they are not expecting any payment on the reservation. *** Airlines confirmed and they confirmed the passengers never took the flights. *** advised due to covid19 tickets could be used for future travel. *** will not charge a change fee but any difference in the cost of the new fare is the responsibility of the customer. Tickets must be traveled on no later than December 31, 2020.

The refund for the hotel has been issued in the amount of $614.78. The refund has been issued to the original card that was issued and should appear with the next 30 days. A refund has also been emailed to the email address on file. Our Customer Service Department may be contacted at 877-227-7481 for the exchange process to be completed. *** Airline is not offering to refund the ticket but are offering to extend the ticket and waive the exchange fee.

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. Reading 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

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 1, 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 seeking to receive a refund for the cancelled flights.

Our records indicate on February 21, 2020, Ms. or an authorized user of the account self-booked two combined one way fares, on *** departing on March 24, 2020 from Florence, Italy to Alghero, Italy and returning on March 27, 2020 from Alghero, Italy to Rome, Italy; via ***.

We can confirm on February 21, 2020, the customer called to see if she had a checked bag included. Our representative reviewed the details of the both flights and advised she has one bag on each flight

On March 2, 2020, the customer called in regards to canceling her reservation due to corona virus. Our representative reviewed the policy and noted there was no updated policy regarding a waiver for cancellation. The customer asked to leave the reservation as it.

After further review on March 31, 2020, Expedia has been able to verify the reservation wase cancelled by the airline on March 22, 2020 and they listed the flights with credit of $62.80 and $151.02. Expedia contacted *** and they advised they will reissue the ticket free of charge for new travel dates, that must be traveled by December 31, 2020 or they will issue a future travel voucher/credit(***). They advised once the customer advises what they want; if they want the *** they will give the customer an email address to request the *** from. Emailed Ms. advising her of her options. Ms. replied with an attachment from *** which advised she could email *** to get a refund. Expedia replied to her email advising, since *** was offering her a refund option and not us that she should go through them. Advised I would be closing the Revdex.com complaint since she was requesting a refund and they have offered her an option.Ms. may contact our Customer Service Department at 877-227-7481 for any future inquiries.

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 the information provided above, Expedia is unable to honor Ms.’s 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