Complaints

This profile includes complaints for Expedia.ca's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Expedia.ca

  1111 Expedia Group Way W Seattle, WA 98119-1111

• 

  Expedia Canada Corp

  410 Adelaide St W Toronto, ON M5V 1S8

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  Expedia Canada Corp

  401 - 207 Queens Quay W Toronto, ON M5J 1A7

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 24, I booked a vacation package for two from *********** to ***********. Expedia Itineray **************. I called to cancel the flight for one passenger ***** ******** as he has a medical certificate and can no longer attend. ************** refunded me. Air Canada said they could not refund he as it was booked through expedia and only they have access to refund me. I called Expedia. The agent first said they would refund me if I provided a medical certificate. After it was provided, they stated Air canada was refusing to refund me. However they stated previously that it would be refunded. Air canada is saying the issue is with expedia and they should provide you the refund. I want a refund to my **** card ending in 0978

  Business Response

  Date: 07/07/2025

   7 July 2025
  
  Better Business Bureau
  Expedia - ******, ****** & ******************
  Complaint Department
  
  RE: ************************ Case # 14790092
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Expedia is responding to the consumer complaint from Ms. ********** ******* (BBB case number ********) regarding the refund of the flight reservation.
  
  Our records indicate that Ms. ******* booked two one-way flights: the outbound flight with Air Canada Low-cost carrier from ***********, **, ************* to ***********, *******, departing on September 17, 2025, and the return flight with Delta on September 21, 2025, along with a stay at ***************, An Autograph Collection All-Inclusive Resort, under the itinerary# **************.
  
  We are sorry to hear about Ms. ******** fellow travelers medical condition that led to the trip being canceled, and we wish them a speedy recovery. Following our investigation, we promptly reached out to the airline to request a refund; however, the request was unfortunately denied as the airline confirmed that the booking does not qualify for a refund under these circumstances.
  
  As a third-party intermediary, Expedia is required to follow the airlines policies and decisions regarding refunds.
  
  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,
  Dhamandeep S.
  Global Traveler Resolutions Team

• Initial Complaint

  Date:07/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had booked air India tickets and also simultaneously paid for seats from expediaforTD website. At that time Expedia website was not showing me the exit row seats. On the air line website they were showing the exit row seats so we switched out paid seats from those booked through Expedia to exist row seats and paid separately for exit row seats. ******* said that Expedia will refund me for the seats booked through Expedia.I contacted Expedia customer care. They opened a ticket for their offline team to cancel the seats and issue me refund. It was suppose to happen in 72 hours. The ticket number for this was *********** has now been 3 weeks but neither the offline team contacted me nor have they issued the refund. Such a bad service. Dont book your tickets with Expedia.

  Business Response

  Date: 07/04/2025

  Better Business Bureau
  Mid-Western and ************
  Complaint Department
   
  RE: Expedia *** Case ********
   
  Dear Better Business Bureau,
   
  Thank you for taking the time to contact Expedia for TD regarding an issue from our customer. We appreciate the ********************** allowing us to address the comments and concerns that have been brought to our attention. Expedia for TD is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
   
  Expedia for ** is responding to the consumer complaint from Mr. ******* ***** (BBB case number ********) regarding his air booking. We understand Mr. ******* ***** was looking to for a refund to their paid seats with Air India.
   
  On 02 July 2025, he reached us requesting the refund, we reached out to the airline and they advised that they have refunded a total of C$115 and Mr. ******* ***** confirmed that this is the amount that he was seeking.
   
  Due to the inconvenience and that Mr. ******* ***** was not contacted even though he was advised that he will be contacted within 72 hours, we added ****** TD rewards points as a gesture of goodwill.
   
  Again, we thank you for allowing us the opportunity to address this issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
   
  Kind Regards,
  ****
  Global Traveler Resolutions Team

  Customer Answer

  Date: 07/10/2025

   
  This is resolved. Can we close the complaint?

• Initial Complaint

  Date:07/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought flights and had to cancel them for a credit w Expedia. They have not let me use my credits that are worth $1000.Ive spent hours on the phone with them getting passed around and around and no one will refund my card or make them useable. Expedia seems like a scam, do not use them.

  Business Response

  Date: 07/09/2025

  July 09, 2025 
  
  Better Business Bureau  
  Mid-Western and *****************; 
  Complaint Department 
  
  RE: Expedia Case # ******** 
  
  Dear Better Business Bureau,  
  
  Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.  
  
  Expedia is responding to the consumer complaint from Ms. ******* ******** (BBB case number ********) regarding flight reservation.  
  
  Our records indicate Ms. ******* ******** booked a flight reservation with an itinerary: **************. We understand Ms. ******* MacInnes is requesting a refund for the flight reservation. 
  Following the completion of the investigation, it has been determined that the flight reservations made with Iberia and WestJet for Ms. ******* ******** were booked under a non-refundable fare policy. A travel credit was issued in accordance with airline guidelines and remains valid for booking until October 29, 2025. Ms. ******** was contacted regarding potential new travel dates; however, she confirmed that she currently does not have plans to utilize the credit. As such, in the absence of new travel arrangements, the credit will be forfeited upon its expiry and will not be eligible for a refund. 
  As a travel agency, Expedia serves as an intermediary and is required to adhere to the airlines policies. As such, we do not have the authority to process refund requests independently. 
  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, 
  Devraj 
  Global Traveler Resolutions Team 

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23546085
  
  I am rejecting this response because:

  I have contacted Expedia multiple times to USE the credit for the trip I am currently on. They were unable to apply my credit and I had to book the flights directly after months of trying to use the credits. No one would help me and said that they would have to call me back, which no one ever did. They are simply making it impossible for me to use the credits and therefore keeping the profits. 
  

  devyraj was emailing me and just kept repeating the same thing - saying I have until October and that only NOW I would be able to apply the credit - how many flights to ****** do they think Im going on if Im even using Expedia in the first place? 

  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:07/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding a recent hotel booking made through Expedia for the *******************************. The hotel listing on Expedia advertised a pool, which was a key reason for choosing this property for my familys annual vacation. At no point during the booking process was it disclosed that the pool would be closed during weekdays. This critical restriction was only communicated upon arrival at the hotel, when it was too late to cancel or rebook.I contacted Expedia customer service immediately to report these issues. Instead of offering a fair resolution, I was told that my only option was to accept a $150 Expedia credit, or I would risk getting nothing at all. This felt coercive. I was pressured into accepting the credit under duress, without being given any true choice or time to escalate the issue.I contacted Expedia again to request that the case be reopened and fairly reviewed, but was told the issue was closed because I had accepted the crediteven though I was pressured into it.Expedia misrepresented the hotels amenities by failing to disclose that the pool was closed weekdays. The Expedia listing omitted important information about construction and room conditions. Expedia customer support coerced me into accepting a credit, closing the case unfairly. My family vacation was negatively affected by the false advertising and lack of transparency. Resolution Requested:A partial or full refund of the booking amount, as a fair resolution for the misrepresentation and poor handling of my case. Assurance that Expedia will update their listings to accurately reflect amenity restrictions such as pool hours, especially when they are not available during the majority of a typical stay. They have since added a small disclosure of pool hours which is not with amenities or pool information but in policies and must click two subsections to view.

  Business Response

  Date: 07/02/2025

  July 02, 2025
  
  Better Business Bureau
  Mid-Western and ************
  Complaint Department
  
  Re: ************************ case # ********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact ************************ regarding an issue from our traveler. We appreciate the Better Business Bureau allowing us to address the comments and queries that have been brought to our attention.
  
  We are responding to the BBB inquiry submitted by Ms. ******* **** concerning her hotel booking at *******************************, reserved on May 22, 2025, for a two-night stay beginning June 29, 2025 (Itinerary #**************).
  
  On June 30, Ms. **** contacted our support team and expressed concern that the property's weekday pool closure had not been clearly communicated. Upon review, our agent confirmed that the hotel listing included a note stating the pool is closed Monday through Wednesday, although this was mentioned within the check-in instructions section.
  
  Ms. **** also shared a screenshot showing pool hours listed as 10:00 AM to 10:00 PM, which she found misleading. The matter was escalated, and our supervisor offered two options: (1) to escalate a refund request with the hotel, or (2) to provide a goodwill compensation of CAD 150 in OneKeyCash. ******* accepted the OneKeyCash but requested that the complaint remain open for further review.
  
  Following the BBB inquiry, we reexamined the booking details.While we recognize the frustration, the amenity restrictions were published on the propertys listing at the time of booking. Additionally, since Ms. **** completed her stay and was already compensated with an amount equivalent to 40%of the booking value, we regret to inform that no further refund is applicable.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or queries regarding this matter, please feel free to contact us.
  
  Regards,
  ******* ****
  Global Traveler Resolutions Team

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23541138
  
  I am rejecting this response because:

  To: Better Business Bureau Mid-Western and ************

  RE: ************************ Case #********

  Dear BBB Complaint Department,

   

  Thank you for forwarding Expedias response regarding my complaint.

   

  While I acknowledge that Expedia has addressed the matter, I respectfully disagree with their position and wish to clarify the ongoing concerns that remain unresolved:

   

  1. Misleading Information:

  Although Expedia claims the weekday pool closure was noted in the listing, it was not presented in a way that was reasonably visible to travelers. Burying a critical amenity restriction within the check-in instructionsrather than in a clearly marked amenities or restrictions sectionis misleading and inconsistent with fair disclosure practices. The visible listing prominently showed pool hours from 10:00 AM to 10:00 PM, which directly contradicted the pool being closed three days of my two-night stay.

   

   

  2. Material Omission and Misrepresentation:

  A pool was a deciding factor in my hotel choice, especially as I was traveling with a child. Had I known the pool was closed, I would not have booked this property. In my search filters for hotels I selected my dates and pool clearly indicating my intent to the business of what I was hoping to purchase. It is not reasonable to expect consumers to comb through every subsection of a listing to discover hidden limitations on major amenities. I have since looked at this hotel booking on the hotel website and other comparable sites to Expedia and see that the pool hours limitations are clearly visible under pool hours on other sites under ammenities not under hidden policies. This is a reasonable and fair disclosure of crucial information. I believe this comparison should be noted as Expedia falls short from other sites ability to properly inform consumers. I have attached screenshot of these examples for your review.

  3. Compensation Does Not Reflect True Loss:

  The CAD 150 in OneKeyCash was offered under pressure and without full transparency about my rights. I accepted it conditionally while keeping the case open for further review. This amount does not equate to a refundit is locked within Expedias ecosystem and does not reflect the impact or inconvenience caused. I also note that Expedia refers to this as 40% of the booking value, but the restriction they failed to highlight removed 100% of the pool access during my stay.

   

   

  4. Request for Resolution:

  I am not seeking compensation for my entire stay, but I do believe that a partial monetary refund is warranted given the misleading listing and the substantial amenity restriction. OneKeyCash, as store credit, is not a substitute for a refund when a customer has been misled.

   

   

   

  In summary, I believe Expedia has not taken adequate responsibility for how this critical information was displayed, nor have they offered fair resolution. I appreciate the BBBs continued involvement and respectfully request that this case remain open for further consideration. I do not wish to provide further business to Expedia after this experience and after seeing reviews of their site on **** and how many complaints have been filed for them on BBB. It appears they do not resolve more than half of the complaints from consumers and they will continue to show poor business practice as they rarely take ownership or loss for their shortfalls with negative customer experiences. 

   

  Sincerely,

  ******* ****

• Initial Complaint

  Date:07/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was defrauded by a non-existing ******************** recommended by Expedia and they are being deliberately obtuse by treating my complaint like a request for a refund.The following is an example of our correspondence:Once again, let me point out that:1) I tried to contact Caribe Mex Tours to verify our travel arrangements by phone and email and was unsuccessful. 2) The concierge at my hotel also tried to contact Caribe Mex Tours and was unsuccessful.3) I rebooked these activities through the hotel while their travel agent tried to contact Caribe Mex Tours and was unsuccessful.4) All of these attempts were unsuccessful because their contact phone number was no longer in service and they didn't respond to emails.5) I am flat out calling you a liar and do not believe that you talked to anybody at Caribe Mex ******** conclusion:Your boilerplate response to this inquiry is an insult to my intelligence.What proof can you provide to demonstrate that you were in contact with Caribe Mex Tours?Cordially, ****** B On Sunday, June 29, 2025 at 03:02:40 p.m. EDT, **************************************************** <****************************************************> wrote:Hello Brook,We wanted to follow up after our last conversation, where you asked us to reach out to your vendor to see if a refund was possible.Unfortunately, after speaking with CARIBE MEX TOURS, they're holding to the original cancellation policy for your booking and declined your refund request.We know this is disappointing. We always try to advocate for flexibility for our travelers, but vendor's often have strict rules and restrictions around their bookings, and there's nothing more we can do in this case. Please reach out if you have any additional questions we're sorry that we can't help more in this situation.Regards,**** *.muyang.5 Expedia Travel Team I would like a refund but I also want the web page for this company removed from Expedia's website.

  Business Response

  Date: 07/01/2025

  July 02, 2025
  
  Better Business Bureau  
  Expedia.ca  Mid-Western and ************
  Complaint Department 
  
  RE: Expedia.ca Case Ref: - SF- 14477111
  
  Dear Better Business Bureau,  
  Thank you for taking the time to contact Expedia.ca regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.  
  
  Expedia.ca are responding to the consumer complaint from Mr. ****** ***** (BBB case number ********) for an activity refund.
  
  After conducting a thorough review of your case, we confirm that on May 14, 2025, you booked an activity for two travelers with Caribe Mex Tours.
  
  We understand that you made multiple attempts to contact the supplier through all available channels but were unable to reach them. We regret the hassle this has caused and fully understand your frustration.
  
  We also attempted to contact the supplier but, unfortunately, were unsuccessful in reaching them. Given the circumstances and in appreciation of your loyalty, we have processed a full refund of CA$119.78 to your original form of payment (MasterCard ending in XXXX-3841).
  
  Please note that refunds typically take 7 to *********************************** some cases, up to two billing cycles to appear on the account statement, depending on the card issuer.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any questions or concerns regarding this matter, please feel free to contact us and write to us to same email chain. 
  
  
  Regards, 
  ******** ******* Shah 
  Global Traveler Resolutions Team  

• Initial Complaint

  Date:06/30/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our experience with the ******** Spa Motel goes beyond any normal level of regular customer service issue and we have exhausted every avenue to try to speak to the manager or business owner to no avail. The hotel was advertised with a 4-star rating and we booked based on this rating. The images are very old and unrepresentative of the current state of the business. We travelled from ***** on **************** and were charged $514.88 for one night in a room that was absolutely disgusting, with shards of glass on the carpet that looked as though it hadn't been cleaned in months, and below any level of acceptable accommodation. The water pipes banged in the walls when anyone used the facilities in neighbouring suites, and it was extremely uncomfortable. Our Christmas vacation was ruined by the experience so we checked out a day early before the required checkout time. I waited in the office for 45 minutes, ringing the buzzer, calling the phone number on the website, and trying to speak with an employee to no avail. There was a person in the next room behind the front desk but intentionally ignored my presence. I was not able to speak to anyone so I left a note with the room key at the office with my contact information but no one contacted me back. I then tried to contact the company several times by phone, but the employees wouldn't allow me to speak to the owner or manager, and blocked my phone number. My partner also tried several times without success. The emailed receipt was falsified with a time and date a day after our checkout so that they could charge us the full amount. Both my partner and I were very polite at all times, never agitated or disrespectful to any of the employees and instead of having the satisfaction of speaking to a manager to resolve the issue, our requests were ignored, and numbers blocked. I have attached some images and the receipt for your reference. I would like a complete refund.Sincerely, *** ****** and ******** **********

  Business Response

  Date: 07/07/2025

  July 07, 2025,
  
  Better Business Bureau
  Mid-Western and ************
  Complaint Department
  
  RE: Expedia reference number: 14467864
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  We understand that Ms. ******** ********** wants a refund for the past-dated hotel reservation due to the poor condition of the hotel they discovered during their stay.
  
  Our records indicate that, Ms. ******** booked a hotel reservation for 2 nights. The check-in was scheduled on December 26, 2024, and the check-out on December 28, 2024.
  
  Following a thorough review of Ms. ********** claim, we have confirmed that the booking in question was made under the "Pay Later" option. As such, Expedia did not process or charge any payment for this reservation.
  
  Given this, we recommend that Ms. ******** reach out directly to her bank or financial institution to pursue any inquiries regarding the transaction or a potential refund, as the charge would not have originated from our system.
  
  Additionally, we have made efforts to communicate with our travel partner regarding Ms. ********* case. However, we have not yet received a favorable or conclusive response from their side. Therefore, we have taken note of Ms. ********* experience and will forward it to the relevant team for business improvement.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. Please get in touch with us if you have any further questions or concerns.
  
  Sincerely,
  ******** ******
  Global Traveler Resolutions Team 
  

• Initial Complaint

  Date:06/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased seven (7) business class tickets through Expedia for *** Flight NH181 (******** to *****) on July 29, 2025, under these Expedia itineraries:73145175889846 ************** I mistakenly booked the wrong date I meant to fly on June 29, not July 29. When I realized, I immediately contacted both Expedia and the airline (****************** - ***) to fix the issue.I first requested a refund, I was told by Expedia that the tickets were "non-refundable" which is highly unusual for international business class fares.I then asked to change to the correct date, but the fare difference was too high. I offered a reasonable compromise: I am willing to downgrade to economy class to make the date change affordable.I spent over 2 hours on the phone with ***, and they confirmed that a downgrade is possible under their fare rules but only Expedia can process it since they issued the ticket.However, Expedia told me that they do not allow downgrades, even if the airline does, they couldn't do anything. This has left me stuck with no refund, no downgrade, and no affordable change option.I believe Expedias refusal to process an airline-permitted downgrade is:Unethical Not disclosed during the booking process Causing real financial harm I paid for 7 business class tickets and am being denied any flexibility, even when the airline itself is offering it. Expedia is blocking a reasonable solution and leaving me with no path forward.Requested Resolution:Issue a full refund due to this being an obvious honest booking mistake I am seeking BBBs help to resolve this issue, as Ive exhausted all direct support options.

  Business Response

  Date: 06/26/2025

  June 26, 2025
  
  Better Business Bureau
  Alaska, Oregon & Western Washington
  Complaint Department
  
  Expedia Case Reference - 14139302
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia
  regarding an issue from our customer. We appreciate the Better Business Bureau
  (“BBB”) allowing us time to address the comments and concerns brought to our
  attention.
  
  Expedia is responding to the consumer complaint submitted
  by Mr. Zhenxin Yang (BBB case number 23515606) regarding a request to modify an
  upcoming booking.
  

  Our records show that on June 19, 2025, Mr. Yang booked a
  one-way flight under itinerary numbers 73145175889846 and 73145181047413,
  departing from Honolulu, HI, United States.
  

  We are sorry for the experience Mr. Yang has had After reviewing the ticket
  conditions, we found that the booking is non-refundable as per the fare rules
  associated with the ticket. Unfortunately, this means we are unable to issue a
  refund. That said, in light of the circumstances, we proactively
  contacted the airline on Mr. Yang’s behalf. The airline has graciously agreed
  to make an exception by allowing a ticket downgrade. Please note the following
  conditions apply: If
  the new fare is lower than the original ticket value, the fare difference
  will be forfeited and If
  the new fare is higher, the additional fare difference will need to be
  collected.
  

  Should Mr. Yang chooses not to proceed with a
  modification, no changes will be made, and both reservations will remain active
  and valid for the original travel dates. We have already shared this
  information with Mr. Yang via his registered email. If he wishes to proceed
  with any changes, he may simply reply to that message, and we will be more than
  happy to assist.
  

  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, please feel free to contact us.
  
  Sincerely,
  Krishan Kumar
  Global Traveler Resolutions Team

  
  

• Initial Complaint

  Date:06/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My partner booked a hotel on Expedia for Friday, August 22, 2025, at a hotel in ******* (a complaint will also be made with the hotel). We received an email stating a booking may have been cancelled without a cancellation appointment. Sure enough, we log in on Expedia and see the booking was cancelled for invalid payment details. Upon our booking, we clicked to pay at the hotel. We contacted Expedia support and talked to their agent *****, who just said sorry and tried to pussyfoot around the issue until requesting to speak to someone else. We then spoke to ****** N, who claimed to be a supervisor. He informed us that the hotel had attempted to take a payment, which was not authorised by us to do so. Upon the unauthorised payment failing, they cancelled the booking without informing us. We had seen an unauthorised activity on the card and had quickly cancelled the card before the unauthorised activity could go through. We were unaware of anything until speaking to Expedia support. On top of that, they're charging us $50 to rebook because they decided to try and take a payment without any consent or any notice. Had notice been provided, we would have had no issue and would not have cancelled the card. ****** also just kept saying to pay or contact the hotel by phone when I'm deaf. Where is the accessibility for supports? Offers to call even after stating I'm deaf, then cancels the chat before I can finish typing out my response.

  Business Response

  Date: 06/25/2025

  June 25, 2025 
  
  Better Business Bureau  
  Mid-Western and Central Ohio 
  Complaint Department 
  
  RE: Expedia case #14133077 
  
  Dear Better Business Bureau,  
  
  Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better Business Bureau (“BBB”) allowing us time to address the comments and concerns brought to our attention.  
  
  Expedia is responding to the consumer complaint from Alexis Swift (BBB case number 23513579) regarding a hotel booking.?We understand that Ms. Swift is seeking help regarding a cancelled booking. 
  
  Upon further research, we are unable to locate an Expedia account related to Ms. Swift’s complaint. We respectfully request traveler to provide us with the email address used to book the reservation, and the itinerary number. The requested information will enable us to appropriately address Ms. Swift’s concerns.  
  

  If you have any further questions or concerns regarding this matter, please feel free to contact us. 
  

  Sincerely, 
  Sadhika 
  Global Traveler Resolutions Team 

• Initial Complaint

  Date:06/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against Expedia regarding their refusal to issue a full refund for an international flight booking scheduled for December 2025, totaling $3,856.90, made through ************************. I have been informed that only $480 is refundable, which I find deeply concerning given the medical circumstances.I recently welcomed a newborn in May, and due to his age, he will not have received the measles vaccine in time for travel. With rising concerns about a recent measles outbreak, it is no longer safe for us to proceed with the trip. I explained this to Expedia, but they declined to issue a full refund. *********, the airline, directed me back to Expedia since the booking was made through them.This back-and-forth between Expedia and ********* is frustrating and unfair. This is not a change-of-mind cancellationit is a medically necessary decision to protect an unvaccinated infant. Expedias refusal shows a lack of flexibility and compassion.I respectfully request assistance in helping me secure a full refund under these circumstances.

  Business Response

  Date: 07/06/2025

  06rd July 2025
  
  Better Business Bureau
  ***** - ******,****** & ******************
  Complaint Department
  
  RE: Expedia Case #********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Expedia is responding to the consumer complaint from ****** ******* (BBB case number ********) regarding their flight booking. We understand that ****** is requesting a refund.
  
  Our records indicate that on 09th March 2025, ****** booked a flight reservation with ****************** for the travel from 08th Dec 2025 to 09th Jan 2026. We understand that ****** is requesting a refund of their flight booking.

  I am sorry to hear how they felt about the whole experience they had with us. I understand that throughout their journey, the experience is what counts, and we take such issues serious.
  
  Upon checking with the airline, they have advised that in order to proceed, the active reservation must be cancelled. Once the journey has been completed, traveler may then submit a new refund request.
  
  Please note, however, that the refund is subject to airlines approval,after the request is resubmitted. Hence, the refund is not guaranteed.
  
  Should they decide to proceed with the cancellation, feel free to let us know if they need any assistance.
  
  If you have any further questions or concerns regarding this matter, please feel free to contact us.

  Sincerely,
  Sheetal
  Global Traveler Resolutions Team

• Initial Complaint

  Date:06/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight through Expedia on June ******, and accidentally entered a typo in my email address. As I didnt receive confirmation, I contacted Expedia. The agent reviewed my receipt and told me that the booking had not gone through. I followed their advice and booked a second ticket.Later, I discovered both tickets were charged and confirmed despite Expedia assuring me the first didnt go through. I have mentioned the ticket is non-refundable and I have receipt screen shot. They didnt check my booking properly and confirmed that the ticket did not go through. They are now refusing a refund, claiming the fare is non-refundable. This duplicate booking was a direct result of inaccurate information from Expedias agent.I am requesting a refund or a travel credit for one of the duplicate tickets. I have documentation of both bookings, the agents statement, and the receipts. Expedia has been unhelpful and dismissive despite being responsible for the confusion.

  Business Response

  Date: 06/23/2025

  June 23, 2025,
  
  Better Business Bureau
  Mid-Western and Central Ohio
  Complaint Department
  
  RE: Expedia reference number: 13812384
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better Business Bureau (“BBB”) allowing us time to address the comments and concerns brought to our attention.
  
  We understand that Mr. Tiejun Wan is seeking a refund for one of his upcoming flight reservations. He claimed that it was booked because incorrect information was provided for the original booking.
  
  Our records indicate that; 73130279571067 was secured through a guest account The traveler booked a one-way flight reservation with Air Canada. The departure was scheduled on June 24, 2025, from Shenyang, China, to Toronto, ON, Canada.
  
  73130297939474 was booked from a separate account. It was booked as a booked a one-way flight reservation with Air Canada. The departure was scheduled on June 25, 2025, from Shenyang, China, to Toronto, ON, Canada.
  
  Upon reviewing both given bookings, we found that the reservation was secured for 2 separate dates, and the bookings are non-refundable and non-changeable. Therefore, in case of voluntary cancellation, the booking amount will be forfeited.
  
  Regarding the claim for the initial conversation, which occurred regarding an inquiry for itinerary 73130279571067, we could not find any additional details or clarifications regarding the typographical error in the email address in said conversation. This lack of information limited our support agent’s ability to conduct a more in-depth investigation into the inquiry. Had the inquiry contained further context or an explanation clarifying the nature of the error, we could have pursued additional avenues for resolution.
  
  Given the provided information, we are sorry to inform Mr. Wan that Expedia, as a travel company in this booking, does not have any authority to override the policies set by its travel partners.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. Please get in touch with us if you have any further questions or concerns.
  
  Sincerely,
  Kushagra Pandey
  Global Traveler Resolutions Team