Expedia.com

March 23, 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 a refund for the cancelled hotel reservation.

Our records indicate on February 11, 2020, Mr. *** or an authorized user of the account self-booked two hotel rooms at the ***, Jaipur checking in on March 12, 2020 and checking out on March 15, 2020, via ***.

We can confirm on March 10, 2020, the hotel authorized Expedia to issue a refund for the reservation. Expedia issued a refund for each of the two rooms in the amount of $489.27. The $978.54 refund was issued to the original card that was charged and will appear within the next 30 days.

After further review on March 23, 2020, Expedia has been able to review the details of the reservation, the confirmation itinerary and the hotel reservation. Expedia verified the refund was processed on March 10, 2020 for $489.27 for each room for a total refund of $978.54 to card ending *** and a refund receipt was emailed to the email address on file.

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

March 25, 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. A ***, Revdex.com case number *** regarding a refund. We understand that Ms. is requesting a refund for of $531.09.

Our records indicate on January 20, 2020, an Expedia representative booked Ms. *** a package booking for two travelers including flights and hotel accommodations via ***. Travel was on *** March 12, 2020 from New York, NY to St. George's, Bermuda and returning on March 17, 2020; along with a five night hotel stay at the ***.

We can confirm on March 7, 2020, the customer advised she needed to cancel this reservation due to change of plans and also due to the corona virus. Our representative advised that we do not have a waiver for this from the airline as yet. The customer asked the representative to call the airline because she said she received an email from airline offering a full refund. Our representative called the airline as the reservation is a basic economy. The airline advised that we needed to follow normal policies. Our representative advised the customer and the customer asked for a manager. The call was escalated and the Supervisor noted the customer itinerary was in basic economy and that the travel city does not have an advisory for the Coronavirus. *** does not have a waiver in place. The customer does not have any insurance and the hotel can be cancelled by the March 9, 2020. The customer had concerns of the policy and insists on a refund. Our Supervisor advised that normal policy applies and there is no refund. Ms. agreed to a non-refundable flight when it was purchased, she did not want to cancel the hotel or flight.

On March 8, 2020, the customer called to cancel her hotel reservation with full refund. Our representative advised that there was a one night fee that would apply before March 9, 2020. The customer stated she had not been advised of that and asked for a Supervisor. Our representative called the hotel and they advised their reservation team was not available and to call tomorrow.

On March 9, 2020, the customer advised that she was told if she called on March 9, 2020 that she would receive a full refund for the bundle. Our representative called the hotel and their systems were down. The airline advised that the reservation can be kept as a credit for one year from issuance and be rebooked and reissued within that time frame but no refund. The customer requested a Supervisor. An email was sent to Ms. advising that “no error was found on the part of Expedia. The agent(s) reviewed the complete terms of the booking and received a verbal affirmation before processing the payment. Several times during the call(s) you referred to understanding our policies and understood that we could not override Airline fare rules and restrictions.

After further review on March 25, 2020, Expedia was able to review the details of the reservation, the confirmation, ***’s fare rules and ***’s Covid19 policy. The *** fare rule state the tickets are basic economy and are non-refundable and non-changeable. ***’s Covid19 change policy states, “ New travel must originate on or before: December 31, 2020. New travel must be rebooked no later than: December 31, 2020. Ticket must be reissued on or before: December 31, 2020 or the ticket expiration date (whichever is sooner). Fare differences and change fee will be waived provided the ticket is reissued within policy guidelines. Ms. can contact our Cust el time, Monday, March 9, 2020 are subject to a hotel fee equal to one night(s) plus taxes and fees”. Expedia issued a refund for the hotel penalty as a one-time courtesy, in the amount of $223.49. The refund will appear within the next 30 business days to the original card that was charged.

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 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

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, 2019

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 to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding her request for a refund.Our records indicate on February 25, 2020, Mr. *** or an authorized user of the Expedia account self-booked combined one-way flights on *** and *** Airline departing on April 26, 2020 from Portland, ME to Austin, TX, returning on April 29, 2020; along with the Cancellation Plan, via ***.

We can confirm on March 10, 2020, the customer called in and stated they would like to cancel the reservation. Our representative noted the departure flight was cancelled but the return was not. The call was disconnected, our representative tried calling back but was not able to reach the customer. The customer called back to cancel and our representative advised of the policy of the basic economy fare. The flights were cancelled in the airline system.

After further review on March 30, 2020, Expedia has verified the detailed notes listed on the account, the confirmation email and the fare rules of the tickets. Per the request of the customer the flights were cancelled on March 10, 2020 in the airline system. The tickets were Basic Economy and could not be cancelled per the airline’s rules. Since the Cancelation Plan was purchased the customer would need to file a claim with the provider of the Cancellation Plan. The customer would need to file a claim with the provider of the protection to see if her claim is covered.

Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:

Additional 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.

LIABILITY DISCLAIMERThe 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.

If we may suggest, Mrs. may want to contact *** at 1-*** ESP: 1-*** Intl: 1-*** for any further assistance with her Flight Protection Plan.Based on the above we are not able to honor the refund 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,Di-Di ***Corporate Correspondence Team

April 5,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the complaint from our customer. We appreciate
the Revdex.com allowing us to address the comments and concerns 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 case number ***)
regarding a package. We understand *** is requesting a refund.Our
records indicate on February 11, 2020, ***, or a person authorized
for the Expedia account, booked a package with hotel and flights. The hotel was
for check in on April 2, 2020. The flights were nonrefundable.On March
24, 2020 the customer canceled the flights online. They were still operating. The
hotel was not canceled. The customer emailed a request to cancel the hotel. No
calls were located. Emails
are answered in the order they are received. Imminent requests need to be
addressed via phone, or cancelation may be completed online. When the email was
addressed, the hotel was no longer refundable.We reached
out to the airline to see if they might allow a goodwill refund. We found that
the customer already made the request of the airline. The airline will respond
directly to the customer when they have a reply. We
emailed the hotel to see if they might forgive all or part of the penalty. We
do not know if they will allow any waivers. If we receive a waiver from them we
will provide it.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,Denise ***Corporate Correspondence Team

April 5,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the complaint from our customer. We appreciate
the Revdex.com allowing us to address the comments and concerns 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 case number ***)
regarding a package. We understand *** is requesting a refund.Our
records indicate on February 11, 2020, ***, or a person authorized
for the Expedia account, booked a package with hotel and flights. The hotel was
for check in on April 2, 2020. The flights were nonrefundable.On March
24, 2020 the customer canceled the flights online. They were still operating. The
hotel was not canceled. The customer emailed a request to cancel the hotel. No
calls were located. Emails
are answered in the order they are received. Imminent requests need to be
addressed via phone, or cancelation may be completed online. When the email was
addressed, the hotel was no longer refundable.We reached
out to the airline to see if they might allow a goodwill refund. We found that
the customer already made the request of the airline. The airline will respond
directly to the customer when they have a reply. We
emailed the hotel to see if they might forgive all or part of the penalty. We
do not know if they will allow any waivers. If we receive a waiver from them we
will provide it.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,Denise SCorporate Correspondence Team

May 11,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the comments from our customer. We are
responding to Revdex.com case number ***.No additional
information was provided that changed the previous outcome.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,Denise ***Corporate Correspondence Team

March 19, 2019Revdex.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 is flight. We understand that Mr. would like a refund of the plane ticket cost or a voucher to use the tickets at a different date.

Our records indicate on September 30, 2019, Mr. or an authorized user of the Expedia account booked one round trip flight on *** departing on June 20, 2020 from Toronto, ON, Canada to Rome, Italy and returning on June 30, 2020, via ***.

As of March 19, 2020, there have not been any calls in or notes on the account. Expedia has been able to verify the airline record is valid and the ticket status is open. Exped was also able to verify the policy for *** in regard to the Coronavirus (COVID-19). ***’s policy covers departure dates up to April 30, 2020. Based on ***’s current policy for COVID-19, it is not applicable to travel dates outside of April 30, 2020. The current rule of the fare states the ticket is nonrefundable and changes are not permitted.

Mr. may contact the Expedia Customer Service Department at 877-227-7481 to verify if *** has updated their policy. He may also review *** website (***) for their updated information related to the corona outbreak.

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. We hope you understand we must adhere to the policies dictated by the airlines. 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.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,Di-Di ***Corporate Correspondence Team

March 19, 2019Revdex.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 Ms. *** Revdex.com case number *** regarding a request for a refund. We understand that Ms. is seeking a refund in the amount of $1500.00.

Our records indicate on December 30, 2019, Ms. or an authorized user of the Expedia account booked two round trip flights on ***, departing on January 27, 2020 from Fort Lauderdale, FL to Nassau, Bahamas and returning on January 30, 2020; along with a three night hotel reservation at ***- All Inclusive- Adults Only, via ***.

We can confirm on February 17, 2020, the customer called in and advised of their experience. They tried to make a reservation at the restaurant but they were unable because it was completely full, there was water damage in the room, no hot water for an entire day and he was requesting compensation. Our representative called the hotel and they advised that they need to be provided any documentation as proof so that they may investigate the case. Expedia received an email from Ms. with a photograph of the shower.

On March 5, 2020 and February 9, 2020, the customer called in to request compensation due to the inconvenience he experienced at the hotel. The customer advised that he already sent an email to Expedia on February 18, 2020. Our representative called the hotel and they denied refunding the reservation stating the guest stayed. Our representative offered a $25 coupon and the customer denied and asked for a manger. The call was taken over and the customer was offered a coupon for $112.00.

After further review on March 19, 2020, Expedia has reviewed the notes and emails on the account, the documentation of the hotel declining to authorize Expedia to issue a refund for the customer complaints. Expedia was unable to verify a voucher of $200 was applied or offered to the customer. Expedia verified a $150.00 coupon had been applied to the Expedia account for the inconvenience experienced. As a courtesy the $150.00 coupon has been deactivated and $200 coupon has been placed on the account for the inconveniences experienced.

Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.

Additionally, at the time of booking Ms. accepted Expedia 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 above we are not able to honor your refund 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,Di-Di ***Corporate Correspondence Team

March 23, 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 getting her tickets reissued for the airline schedule change. We understand that Ms. is seeking to either receive a full refund or get her tickets exchanged to a different airline that will fly direct.

Our records indicate on July 18, 2019, Ms. or an authorized user of the account self-booked two flights departing April 10, 2020 from Philadelphia, PA to Philipsburg, Sint Maarten and returning on April 17, 2020; along with a seven night hotel reservation at *** Waiver, via ***.

We can confirm on September 25, 2019, Expedia emailed the customer and advised that email *** Airline has made a change to the flight schedule. Expedia gave the options available and asked that a choice be made on the options given.

On September 26, 2019, the customer called due to unacceptable airline schedule change. She wanted a nonstop flight. Our representative was able to verify all the flights on April 10, 2019 have connections. Our representative offered to cancel and rebook the and she declined and accepted the changes. Our representative made the changes in the system to the customer tickets without any charges.

On March 7, 2020, the customer called in advising she wanted to change her flights. Our representative advised that the flights had been previously changed based on her acceptance of the original schedule change and tickets had been issued. Our representative advised if changed it would be a voluntary exchange and the change fee and fare difference apply.

After further review on March 23, 2020, I was able to review the details of the reservation, the confirmation itinerary and the airline record. The airline record shows the airline schedule change was accepted by the customer on September 26, 2019, Expedia exchanged the tickets at no charge and reissued the tickets. Ms. may contact our Customer Service Department at *** for any inquiry she may have about her flight schedule.

In addition, at the time of completing his booking on our website, Ms. agreed to our Terms of Use, which expressly provide:From time to time and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. *** 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. Expedia has no control over when, or how often, airline-initiated schedule changes occur. Expedia cannot provide alternative flight options unless approved by the airline and must adhere to the airline’s policies.

Only the airlines can make changes to flights. These changes are not related to the type of ticket purchased or the company it was purchased from. Airlines rarely tell Expedia why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues.

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

March 26, 2020

Revdex.com Alaska, 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 since his itinerary was changed and he purchased all new flights.Our records indicate on December 24, 2020, Mr. or an authorized user of the account self-booked two round trip flights on *** departing June 9, 2020 from Louisville, KY to Cancun, Quintana Roo, Mexico and returning on June 16, 2020 via ***.

We can confirm on January 26, 2020, Expedia emailed the customer advising *** Airline had made a schedule change to your upcoming trip, and your original flight option is no longer available. The customer was given options and asked to choose and reply. The customer called in about the airline schedule change. He requested to fly in business class. Our representative called the airline for assistance and was offered business class of service on *** June 16, 2020 *** connecting with *** flight 3467 June 16, 2020 ***. The customer was okay with the change, the airline added the flight and revalidated the tickets.

On March 2, 2020, the customer called to change his connection cities due to a change of plans. Our representative changed the departure to Austin, TX arriving into Houston, TX on June 6, 2020 and returning from Houston, TX to Austin on June 16, 2020.

On March 6, 2020, the customer called in to do a follow up and was asking for a refund since he wanted to cancel his trip. He advised that he has already booked another reservation. The call was disconnected while our representative was speaking with a Supervisor. The customer called back and advised the flights were changed and it was never agreed to. When the flights were changed, they were changed to depart Austin, TX to Houston, TX and return. The Houston, TX to Cancun segments were removed. The customer would like a refund, advises his flights were changed and never agreed to. Our representative had the call pulled and our representative recapped the changes, Mr. agreed to the changes of itinerary for $200 per ticket along with being notified that he had a remaining credit of $258.00 per person. Based on the call recording the refund was denied since Mr. agreed to the recap of the itinerary. Expedia emailed Mr. and advised that we listened to call and determine that the changes were made correctly based on the request and that the refund request has been denied.

After further review on March 25, 2020, Expedia was able to review the details of the reservation, the confirmation itinerary, ***’s fare rules and the call recording of the requested change. We were also able to verify that our representative confirmed the changes departing from Austin TX, to Houston, TX on June 9, 2020 at *** arriving at *** and returning on June 16, 2020 from Houston, TX to Austin, TX at *** and arriving at ***. Mr. agreed to the changes our representative advised there was a $268.00 credit available for future use per person and that the original itinerary number remained valid for use on the changes.

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 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 the information provided above, Expedia is unable to honor Mr.’s request for a refund. Mr. may contact our Customer Service Department at 877-227-7481 whenever he is ready to complete an exchange with the remaining $258.00 per ticket credit.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

April 3, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.We are again responding to Mr. complaint regarding he request for a refund of the original amount of $1,467.62 and the call recording.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, our review of the call recording verified acceptance of the changes. In order to obtain a copy of our call recording we must receive a subpoena.

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

March 23, 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 cancelling his ticket. We understand that Mr. is requesting to be charged the cancellation fee and receive a refund of the remaining amount.

Our records indicate on January 1, 2020, Mr. or an authorized user of the account self-booked one round trip flight on *** Airlines departing March 17, 2020 from Rochester, NY to St. Louis, MO and returning on March 21, 2020; via ***

After further review on March 23, 2020, there is no documentation on the account or notes of Mr. calling in and asking to cancel or reschedule his flights. Expedia was able to review the details of the reservation, the confirmation itinerary and the airline record. The airline record shows the flights were cancelled on March 14, 2020.

Unfortunately there is no documentation on the Expedia account in regard to the flight reservation being cancelled. *** Airlines policy states the ticket is non-refundable and changes are not permitted. The *** Airline Covid-19 policy states that they are offering to change the date of travel on tickets with dates of travel from March 17, 2020 through March 30, 2020. New tickets must be reissued on or before December 31, 2020 and the applicable price will apply along with the current *** Airline rule. *** Airline is not offering to refund the non-refundable, non-changeable ticket. Mr. may contact our Customer Service Department at 877-227-7481 for any inquiry he may have about his flight schedule.

In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:

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. Expedia has no control over when, or how often, airline-initiated schedule changes occur. Expedia cannot provide alternative flight options unless approved by the airline and must adhere to the airline’s policies.

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

March 24, 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 for new flights that were booked after immigration paperwork was lost and requesting $400 refund for damage surfboard.Our records indicate on January 18, 2020, Mr. *** or an authorized user of the account self-booked two round trip flights on *** departing March 8, 2020 from Tijuana, Baja, USA to San Salvador, El Salvador and returning on March 14, 2020 via ***.

We can confirm on February 10, 2020, the customer communicated with our Social Media Team and inquired about cancelling flights.

On March 8, 2020, the customer called in and advised that he wanted to cancel and wanted to know if they could receive a credit for the flights. Our representative noted that the customer was able to take the outbound flight and were stuck in Mexico because of lost immigration papers.

After further review on March 24, 2020, Expedia was able to review the details of the reservation, the confirmation and ***’s record and fare rules. *** shows the departure flight was flown but they marked the tickets as not traveled from Mexico City, Distrito Federal, Mexico to San Salvador, El Salvador. ***’s fare rule state the ticket is non-refundable in case of cancel and since the second segment was not flown the ticket has no remaining value. Since *** marked the tickets as open (unflown) on the second segment, the only option was to purchase new tickets at the current cost. With regard to any lost or damaged baggage, *** would need to be contacted. For your convenience we have included a link for *** Customer Service form (https://www.***.com/en-us/contact-us).

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 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 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 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

March 18, 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 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 request to have the Expedia $50 coupon reissued.

Our records indicate on January 11, 2019, a $50 coupon was placed on the Expedia account for the issues that were experienced with a rental car reservation.

After further review on March 18, 2020, I was not able to see any calls or inquiries on the account in regard to the $50 voucher. I reviewed or back office system and was not able to verify any attempt to book a reservation prior to the coupon expiring on February 29, 2020. Unfortunately, our computer system will not allow any other coupons to be added to your account. As a one-time courtesy we have applied a $50 refund to *** ending ***. The refund will be applied to the card in three to seven business days. Please know that this refund is not intended to place a value on your experience, but rather, it is meant to emphasize our commitment to you as a customer. We want to encourage you to continue using Expedia for your future travel needs.

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,Di-Di ***Corporate Correspondence Team

March 19, 2019Revdex.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 Ms. *** Revdex.com case number *** regarding a request for a refund. We understand that Ms. is seeking a refund in the amount of $2,658.20.

Our records indicate on January 26, 2020, Ms. or an authorized user of the Expedia account booked a three night house reservation, checking in on February 13, 2020 and checking out on February 16, 2020, via ***.

We can confirm on February 13, 2020, the customer called in and was transferred to the Reservation Services Department for a relocation. Our Relocation Department emailed Ms. advising, “since they could not find any availability in this location and the only property that has availability is in *** and they advised that they were allowing you to book the new reservation using that site. It was advised that that it would be our responsibility to cover the price difference (1,337.86 USD) by crediting it back to your original form of payment after sending us the receipt of the said alternative property. We will also be refunding to you your original reservation since it was not honored by the original hotel”.

On February 21, 2020, the customer called in to advised about the missing reservation. The customer advised she didn't use the hotel that she was relocated to. She advised that she received an email from Expedia that stated she would be getting a refund. Ms. request a new reservation; the call was escalated. Ms. asked for reimbursement of $2600,00 Upon checking our representative verified the cost of the reservation was $728.14, Ms. asked for a manager. Ms. emailed the representative a copy of the Relocation Department email that advised they were going to refund the difference.

From February 21, 2020 through February 24, 2020 – there were numerous emails between Ms. and Expedia. Ms. emailed Expedia asking for reimbursement. Expedia replied back with the following, “I apologize for the inconvenience of the original reservation that you had booked not being available for you. Our reservation services department worked with you on finding another accommodation for you and your family. I reached out to the reservation department and they advised that you mentioned another *** property that you were interested in for $2066.00usd in which Expedia was not associated with and so they offered *** by ***-*** in which they stated you denied. However, they offered you to book the *** property that you were interested in, by you paying for the cost of your stay and sending in a receipt to us that it was paid and we would refund you the difference of what you already paid on the original reservation. We offered to cover the difference of the new accommodation since the original reservation you were promised was not available. In your email you mentioned that you did not stay at an ***, so I reached out to *** and was notified that you had a two-bedroom suite from 14feb20-16feb20 for $502.20usd. Again, I apologize that your trip did not go as you had planned but our reservation department tried their very best to provide a resolution to you at no further cost. At this time, if you stayed at the *** and have a receipt, please send an email with it attached to [email protected] for a refund of the difference. Otherwise since *** verified you stayed at their hotel and the amount, they charged of $502.20usd is less than the amount you original paid, if you would give us a call at ***, we will provide a refund of the difference in the amount of $225.94usd to your original form of payment. On top of that as a one-time courtesy I have also issued a $200usd goodwill coupon to your account towards a hotel reservation in the future for all of your trouble. The coupon will be good for 1 year and can be used towards any standalone pay now hotel reservations or a flight + hotel package, but the coupon will only be applied to the hotel portion. The coupon cannot be redeemed for cash and if the purchase amount is less than the coupon amount, no credit will be issued for the difference. Only one coupon can be applied per qualifying itinerary. It c***ot be combined with other coupons, promotions, and special offers. Once a coupon has been redeemed on a booking it cannot be reissued.” Expedia emailed Ms. advising that we have issued a refund for $718.14 to card ending ***.

After further review on March 19, 2020 – Expedia has offered to cover the out of pocket expense but requires an email be sent with proof of a charge/expense. Expedia has issued a $718.14 on February 24, 2020 for the cost of the original reservation; along with placing a $200 coupon onto your Expedia account. The refund of $225.94 that was offered in the email communication has been issued to the original form of payment. The refund will appear in three to seven business days. A refund receipt has also been emailed to the email address on file.Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.

Additionally, at the time of booking Ms. accepted Expedia 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.While we regret your experience was not as we would have hoped, based on the information provided above, we are unable to provide any further refund amount without proof of charge. 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,Di-Di ***Corporate Correspondence Team

March 18, 2019

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 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 request for travel vouchers for his cancelled flights.

Our records indicate on December 10, 2019, Mr. or an authorized user of the Expedia account booked two multiple destination flights on *** Airways departing on April 10, 2020 from St. George's, Bermuda to Hanoi, Vietnam, returning on April 25, 2020 from Singapore, Singapore to St. George's, Bermuda, via ***. A confirmation email was emailed to the email address on file, it has been opened 12 times.

We can confirm on February 23, 2020, the customer called in and requested to cancel the reservation due to the corona virus. Our representative was unable to check the airline policy. Our representative advised that there was a change fee. Mr. decided to leave the reservation as is and no changes were made.

On March 8, 2020, the customer called in wanting to know if there will be a charge for a change of flight. Our representative was not able to retrieve the airline policy. The call was escalated to a supervisor. The supervisor verified the reservation was booked by the customer on December 11, 2019. There is no airline policy for *** Airways for cancellation due to Covid-19, as per fare rules the tickets are partially refundable with a $375.00 cancellation fee. The customer insisted that *** Airways website specified that he was eligible to keep a future travel credit and that *** Airways will waive the penalties. Our representative called *** Airways and was advised that we can save as a future travel credit. The customer must call before December 11, 2020 to use it and can travel up to six months afterward. Our representative advised Mr. and executed the cancel along with emailing Mr. the details of the future travel credit.

After further review on March 18, 2020, I verified the details of the notes listed on the account. I was also able to verify the flights have been cancelled and an email was sent to Mr. on March 8, 2020. The email advised the details of *** Airways future travel credit (see attached). 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.While we regret your experience was not as we would have hoped, based on the information provided above, *** Airways has allowed Mr. a future travel credit. Mr. may contact our Customer Service Department at 877-227-7481 for assistance. In completing the exchange process, *** Airways requires that we are contacted prior to December 11, 2020 to complete the exchange and that your travel is within six months of the exchange being completed. 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,Di-Di ***Corporate Correspondence Team

March 30, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: *** Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.We are again responding to Mr. complaint regarding receiving a flight voucher for his cancelled flights.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 have communicated with *** and they have advised that Vietnam is not allowing anyone into their country without a Vietnam passport. As Mr. and I have discussed under separate cover, he possesses a U.S. passport. Based on Mr. being a U.S. passport holder I have submitted the refund request via the airline system. Mr. is aware that *** is the merchant of record and will be issuing the refund to the original card charge with 30 business days. Mr., *** has also been advised that Expedia does not get any information from the airline when they process a refund. He will need to keep an eye on his account.

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

March 17, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: *** Powered by Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact *** Powered by 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.

*** Powered by Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding a request for refund of flights and insurance. We understand that Ms. is seeking a full refund in the amount of $9,217,90.

Our records indicate on October 6, 2019, Ms. or an authorized user of the *** Powered by Expedia account booked two round trip tickets departing on February 26, 2020 from Seattle, WA, USA to Tokyo, Japan and returning on March 3, 2020; along with the Flight Protection Plan via ***. A confirmation email was emailed to the email address on file, it was opened and reviewed 11 times.

We can confirm on January 2, 2020, the customer called in to change the departure flight. Our representative quoted $1971.10, the customer did not agree and no changes were made.

On February 17, 2020, the customer called to cancel. Our representative advised the ticket were nonrefundable and cancelled the itinerary in the airline system.

On February 28, 2020, the customer called to inquire on a refund for the tickets and requested to speak with a supervisor. A supervisor verified that on February 17, 2020 the flight reservation was cancelled with the regular policy, per the customer request to the cancel. When the call was taken over by the supervisor, the customer was not on the line. The supervisor called the customer back but there was no answer. The customer called back to try and get a credit or refund. Our representative advised the customer that she can submit a claim on the airlines website but it does not guarantee a refund or credit will be issued.

After further review on March 17, 2020, I reviewed *** Airline’s policy which states the tickets are non-refundable if cancelled. I was also able to review *** Airline “free change” policy which states they are waiving all rebooking fees for tickets issued on or before 15 March, 2020, for travel up to 31 May 2020, with immediate effect. Customers can cancel their existing flight itineraries, retain the value of their tickets and rebook their travel at a later date, when they are able to firm up their new travel plans. The new flight itinerary should be completed by 31 March 2021. All rebooking fees will be waived, although a fare difference may apply for the new itinerary,

*** Powered by 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. We hope you understand we must adhere to the policies dictated by the airlines.

Additionally, at the time of booking Ms. accepted *** Powered by Expedia 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.While we regret your experience was not as we would have hoped, based on the information provided above, we are unable to provide a refund on this matter. However, *** Airlines rules allows an exchange to be performed. You may contact our Customer Service Department at +*** for assistance. In completing the exchange process, *** Airline is waiving the exchange fee cost, you will be required to pay any increase in the cost of the new fare.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,Di-Di ***Corporate Correspondence Team

March 30, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: *** Powered by Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact *** Powered by 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.

*** Powered by Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding a request for refund of flights and insurance. We understand that Ms. is seeking a full refund in the amount of $9,217,90.

Please accept our apologies and any inconvenience that may have been experienced with the incorrect number we provided you. The correct number to contact our Customer Serivce Department is ***. Our Customer Service Department will assist you with completing the exchange process. *** Airline is waiving the exchange fee cost, you will be required to pay any increase in the cost of the new fare.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,Di-Di ***Corporate Correspondence Team

March 17, 2019

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 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 request to go over a few years of withdrawals of his loyalty points.Our records indicate as of March 17, 2020, Mr. ***’s Expedia account does not have any current or upcoming reservations. The Expedia account has had a deduction of loyalty points by ***. *** deducted the following amounts on September 23, 2019, -493, -1900 and -20. On September 21, 2019 *** added the following two adjusted amounts 10 and 86. Expedia deducted an award amount of 56 points in December 2019.

After further review, Expedia has adjusted the 56 points back into Mr.’s Expedia account that were deducted in December 2019. Mr. will need to contact *** regarding the points that they deducted and adjusted on his account in September of 2019.

Expedia Rewards suggest that our Rewards customer contact us with the itinerary number from their booking within 6 months of the last day of their stay. We’ll look into it and credit your account with any missing points.

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,Di-Di ***Corporate Correspondence Team

March 16, 2019Revdex.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 *** tickets. We understand that Mr. is seeking a $209.00 refund.

Our records indicate on February 25, 2020, Mr. or an authorized user of the Expedia account purchased two, one day admission tickets for ***, via ***. A confirmation email was emailed to the email address on file, it was opened and reviewed nine times.

We can confirm on March 6, 2020, the customer called in to follow up on his refund request, he wanted to know if we would be able to process the refund on this booking, since this activity was cancelled and he stated he was advised he would get a refund. Expedia emailed Mr. advising the reservation policy states that the reservation is non-refundable and cannot be changed or cancelled after booking. Mr. relied back advising he had proof that he did not receive the tickets he purchased. He also sent in a screenshot showing tickets were in progress. Expedia emailed Mr. advising we have transferred the request to *** and he can expect an email from them within 72 hours.

After further review on March 16, 2020, I was able to verify the confirmation email shows redemption instructions. I was able to review that the confirmation itinerary the customer reviewed on February 26, 2020 advised ticketing was in progress. A refund has been issued for $209.00 to the original form of payment. The refund should appear in three to seven business days

Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the vendors. 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.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,Di-Di ***Corporate Correspondence Team