Public Mediation

L.A. vs. Expedia Inc (Travel)

L. A. vs. Expedia Inc (Travel)
333 108th Ave NE Ste 100, Bellevue, Washington, 98004-5736, United States
Amount Involved: $457.21
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
    • View response from: Expedia Inc (Travel)
    • Claimant Seeks: View.
    • Claim #: 7706101
    • Amount Involved: 457.21
    • Filed On: Dec 30, 2016
    • Posted On: Jan 10, 2017
    • Complaint(s):
      • Customer service runarounds
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Statement of Claim
Complaint Involved (1) - View
Claimant says:
"December 30, 2016
To Whom May Concern,
In the begin of this year I made reservation to go to Brasil, Sao Paulo in July, because my mom was diagnostic with Leukemia in September 2013. I went in 2014 and I stayed for three months.
Since I am in Community College of Beaver County studying to finished my degree in Hatha Yoga, thereafter I continue to studying get my degree in Nutrition and Computer. So, I decided to get everything take care when I was on vacation to go to be with my mom. However, in March I got a called from my brother Justino informing that he need me to go right away. Hence, I change my fly from July 3 ,2016 to April 1, 2016 at 8:15 pm leaving Pittsburgh to Canada. I arrived at the airport at around five pm, they told me I lost my flight.
The fly schedule was leaving Pittsburgh 6:15 pm and arriving in Canada at 8:05 pm, I am deaf and I did not know what to do, and asked one of the Canadian attendant for help, they said they could not help me.
I went in panic mode, because I need to get to Brasil as soon as possible and no one would help me and my husband already left.
I went to Barb Kricikos from The Command Security Aviation Safe Guard, and she sat with me and she help me with my phone calls. She went beyond of her job, she re-schedules my fly to next day, and told that the Insurance would reimburse the difference as long I had proven that my fly was an emergency.
She told me as soon I get back to filed my forms, which I did, first my husband called and they told him I need to filed in the internet, so, I tried. I could not find any form related to my case. I put a headphone and turned my hearing aid loud and I called Expedia Costumer Care, and told them I was having problem find the form for my mom’s doctor to fill out. Although, we already went over everything with Barb and then my husband, they would not help me.
When I got back from Brasil, I have a cochlear surgery in May 6, 2016 and I could not do anything at the time. In the end of September I returned to Brasil because my mom ‘s situation got worse.
So, I wrote a letter to Expedia care and sent all the copies and the letter from my mom’s doctor, also the letter was send as certified and proved of the signature. I sent everything before I left to Brasil. I have not received one information related to my reimbursement, the amount is $457,21.
I am sending all the information to you and hope you can help me, I am disable and I have a fixed income."
...
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Claimant timeline (1) - Hide
  • 03-31-2016 — Travel
Exhibits View
What Claimant Wants Hide
1. Refund: Refund Jan 14, 2017 $457.21
2. Other – Pay for claim posting cost Jan 14, 2017 $7.99
3. Other – Physical delivery charges Jan 14, 2017 $4.99
Cash total : $470.19
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Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:

  • "January 12, 2017


    Claim Number: 7706101-198772

    Dear People Claim,
    Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate you allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
    Expedia is responding to the consumer complaint from Litza Avila regarding a flight reservation. We understand Ms. Litza is requesting a refund. On January 3, 2017, we received receipt of the customer’s complaint.
    Our records indicate on March 5, 2016, the customer self-booked a flight reservation for Litza Beer. Travel was on Air Canada, departing July 3, 2016, from Pittsburgh, Pennsylvania to Sao Paulo, Brazil; returning on July 31, 2016, from Sao Paulo, Brazil to Pittsburgh, Pennsylvania. The reservation included the Total Protection Plan, via itinerary number 1129465508210. The customer is stating due to a death in the family, the customer had to change the flight. The customer is stating they were advised they could receive a refund on the change fees; however the customer has not been refunded.
    Upon further researching this matter, we can confirm on April 1, 2016, the customer contacted Expedia to change the flight reservation. The customer advised they needed to change the flight due to a death in the family. Expedia contacted the airline; they advised that the customer would still need to pay the imposed airline change fee of $200.00; plus any fare difference. Then the customer could submit a refund request with the letter head from the physician advising that the death was imminent. The airline would then review the customer’s information for a possible refund on the change fees.
    Expedia advised the customer and they agreed to process the change for April 2, 2016, from Pittsburgh, Pennsylvania to Sao Paulo, Brazil; returning on May 6, 2016, from Sao Paulo, Brazil to Pittsburgh, Pennsylvania. Expedia charged the customer in the total amount of $457.21 for the exchange.
    In reviewing the customer’s account the ticket was used for the travel on April 2, 2016. Expedia understands the customer has not been able to submit the refund request directly with Air Canada.
    Expedia cannot assist the customer with this, as the customer must directly go onto Air Canada website and fill out and submit the required information.
    The customer can contact Air Canada at 1-888-247-2262 and the customer can advised them that she needs assistance with submitting the refund request form.
    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. Air Canada 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 and not Expedia.
    We hope the customer understand Expedia cannot honor the request for the refund.
    We thank you for allowing us the opportunity to address the issues that were brought to our attention.

    Sincerely,

    Delia Kent
    Corporate Customer Service

    "

This claim will remain posted until resolved.

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