And my response as to why ill will is created by Expedia."From: tangoll

To: Expedia <[email protected]>

Cc: AACustomerrelations@aa.com

Subject: Re: DOT xxxx - (tangoll) - American Airlines assistance request

Dear Amardeep Yadav, Expedia.com.hk, Priority Customer Escalations Agent

Thanks for your email. Let me tell you why ill will had been created by this situation.

I have booked many flights and hotels via Expedia.com and Expedia.com.hk in the past.

Your Expedia.com.hk's Aaron Tan in an earlier email of 13 April 2020, and later

emails from Monu and Gulam, made these claims:

1. That I cancelled the reservation on AA 197 of 03 May 2020. This was a LIE made

by Expedia.com.hk. The cancellation of the flight was made by American Airlines (AA) on

12 March 2020 and confirmed on its website on 15 March 2020.

2. That Expedia.com.hk is following American Airlines' corporate policy in offering

only a future use credit/voucher. This was also a LIE, as AA when cancelling the flight

clearly stated that a cash refund was to be paid, and that was done from AA to Expedia

on 21 April 2020, and this was confirmed in several email messages from AA, received

from AA via its Customer Support staff Michelle Zona.

3. So your statement in your email that "a full refund was processed for your flight ticket on

20th April "20" is cleverly worded to make it seem that Expedia.com processed that

refund to me on 20 April 2020, but in fact, now is shown to mean that the refund mentioned

only means that Expedia.com requested the refund from American Airlines, which they

promptly paid the next day 21 April 2020. What other LIE are you putting forth?

4. And then for you to say that your receipt of a refund from AA on 21 April 2020 will

take up to 8 weeks, possibly more, to reflect on the original form of payment is clearly

meant to shift the blame for the delay onto the receiving bank's internal processing

delays, when in fact, what really is occuring is that Expedia is keeping the funds in

its own system from 21 April 2020 to whenever Expedia gets around to sending the

refund to the original form of payment.

Now you know well why Expedia itself creates this ill will. It is caused by Expedia's

and its staff LIES and Fraudulent statements intended to mislead its purchasers

of products offered from airlines and hotels.

You can be sure I will share these comments via the standard social media, and I

hope that airlines like AA will now be fully cognizant of the tactics used by Expedia,

and in future, deal directly with the purchasers once a sale is made, and not

cause the airlines' customers to have to deal with Expedia after the sale. The

airlines need to recognize that Expedia is merely a sales agent for the airlines and

not a reseller or wholesaler of the airlines' products.

tangoll

On 30 May 2020, at 3:36 AM, Expedia wrote:

Dear tangoll

Itinerary Number: xxxx

Case # DK2020050304

This email is in response to the latest case received from the U.S. Department of Transportation. Expedia.com.hk is a company that prides itself in providing the highest standards of quality customer service and we are truly sorry that this matter has escalated as it has. It is always disappointing when our customers feel that they have no other recourse.

Our records indicate that on 3rd Jul'19, an oneway flight reservation was booked on Expedia's website with itinerary 7449808066838 to travel from Hongkong (HKG) to Los Angeles (LAS) on 3rd May'20.

We understand you are requesting a full refund of your unused flight reservation. I have checked the booking status and found that a full refund was processed for your flight ticket on 20th Apr'20. It usually takes up to 8 weeks for the amount to reflect on the original form of payment, however, due to the unprecedented circumstances, refunds might take longer.

We offer our deepest apology to you and we hope that any ill will created by this situation can be cleared.

Kind Regards,

Amardeep Yadav

Priority Customer Escalations Agent"

End of message posted by tangoll.