Complaints

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

close

Find a Location

Expedia.ca has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Expedia.ca

  1111 Expedia Group Way W Seattle, WA 98119-1111

• 

  Expedia Canada Corp

  410 Adelaide St W Toronto, ON M5V 1S8

• 

  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:02/19/2023

  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.

  Expedia promised me a $440 refund since December 2022, and I still have not received it. I contacted them every two weeks and every time they said it will take 7/10 business days. Yet still non refund was received.

  Business Response

  Date: 02/23/2023

  23-February-2023
  Better Business Bureau
  Expedia-Canada
  RE: ** Case ********/ BBB (Better Business Bureau) ********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate ********************** allowing us time to address the comments and concerns brought to our attention. At Expedia, we take customers complaints and feedback seriously and strive to provide our customers with a great experience.
  
  Expedia is responding to the consumer complaint from Mrs. ************** (BBB case number ********) regarding a refund for a flight reservation booked under itinerary number 72441770688699.
  
  As per the records, I found ************* was promised a refund of CAD 440 by our support team for the flight cancellation. Hence, I have processed a refund for the same amount to the card ending with ****. ************* can expect the amount to reflect in their bank account within 5-7 business days. Furthermore, since there was a delay in processing the refund, I have added **** reward points, equivalent to CAD 50 to the account registered under ************************.
  
  For terms and conditions on how to use rewards, please refer to the link: *********************************************************.
  
  We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  
  *************************
  Global Traveler Resolution Team
  Expedia Group

  Customer Answer

  Date: 02/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Thank you so much! 
  
  Sincerely,
  
  **************

• Initial Complaint

  Date:02/14/2023

  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 an Air ticket from Expedia on 9-Sep-2023.My route was ******* to ***** and return from ***** to *******.The name of the Airline was Etihad.Before buying the ticket I called Expedia customer service and they clearly assured me that if the air ticket is canceled within 24 Hrs of purchase I wouldnt have to pay any cancellation charges and I can get either my money refunded or the airline credit which can be used for the purchase of a new ticket with the same airline without penalty. Due to personal reasons, the ticket was canceled within 24 Hrs and I was issued an airline credit for $2026.61 Itinerary number:72387372243295.Now when I am trying to purchase an air ticket with the same airline and credit. Expedia is charging me the penalty for over$900 and saying that its an airline policy to charge the penalty.I checked with Etihad and they confirmed this false statement from Expedia.I requested Expedia supervisor not cheat me and listen to the recording at the time of purchase.However, the supervisor told me they no longer have a record. It has been deleted after three months.I am subject to cheating by this company I want a new ticket or my money back without any penalty as I was promised by Expedia customer service before the purchase of the ticket.

  Business Response

  Date: 02/23/2023

  February 23, 2023
  
  Better Business Bureau
  ******, ****** & Western **********
  Complaint Department
  
  RE:  Expedia.com 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 flight reservation.
  
  We are sorry for the unpleasant experience the traveler faced. Upon further research, since the booking was made in September 2022 we could not validate the information shared with the traveler as per the terms and conditions of the flight credit offered by ************** the traveler has to pay the penalty to use the credit.
  
  Considering the experience faced by the traveler, we have issued ***** reward points which are added to the account and further terms can be found on the below link.
  
  link - ***********************************************************
  
  If you have any further questions, please feel free to contact us.
  
  Thanks,
  *********************
  Global Traveler Resolutions Team
  Expedia.ca

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19391881
  
  I am rejecting this response because:

  15000 point worth only $150.

  Whereas you are charging me $900 extra as a penalty which is a huge difference.

  Before buying the ticket I called Expedia customer service and they clearly assured me that if the air ticket is canceled within 24 Hrs of purchase I wouldnt have to pay any cancellation charges and I can get either my money refunded or the airline credit which can be used for the purchase of a new ticket with the same airline without penalty.

  
  
  Please keep your own word. This appear to be that i am  being deceived.Though i thought that big company like expedia will be honest.

   

  i am very stressed out so, please waive your unexpected penalty or at least come close it .

  Otherwise i would need to raise this issue to consumer court. As a customer i deserve that as seller your company is transparent and truthful before selling the air ticket.

  Please help me and resolve this issue.
  

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

• Initial Complaint

  Date:02/14/2023

  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.

  Date of Original Transaction:2023/01/14 Paid: $368.87 I filed a booking with Expedia's app for flights to ********* from *******************. I confirmed the travelers at the time of booking, and when on the app, it showed the correct traveler. I also booked it for myself as well and recently canceled my reservation as I was going to be in *********. I confirmed through the app that the other traveller's was still confirmed (which on the app showed they were). Today, I went onto the app where it then showed my name. I contacted Expedia to correct the error (as at the time of the change it was correct) and the customer service agent said there was no refunds available (even though the cancelation plan was purchased) and I would be out of pocket to repay for an entirely new booking. I am hoping the better business bureau may he able to help rectify the issue or to at least warn customers choosing to use Expedia about these glitches, causing essentially financial penalties to consumers. I am hoping to be refunded for the flight that I have sent screenshots for.

  Business Response

  Date: 02/16/2023

  February 16, 2023
  
  Better Business Bureau
  ******, ****** & Western **********
  Complaints Department
  
  RE: Expedia Case 187784
  
  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 received from *************************** (BBB case number ********) regarding flight itinerary **************.
  
  According to our records, on 14 Jan 2020, ************************* booked a flight to depart on 03 March 2023 from *************, **, Canada to *********, **, Canada and return on 5 March 2023 with WestJet with a cancelation protection for a total of ****** CSD under itinerary **************. We can see as per ***************************** complaint, that he booked a new flight and by mistake anew flight was booked for the same traveler again and ************************* is asking for the refund for the flight booked with WestJet.
  
  Upon receiving this complaint, we investigated this case and we are sorry to hear about your experience. Upon checking, I can confirm that as an exception for you I have processed the full refund for the itinerary of ****** CAD  in the original form of payment on the Master card ending with ****. The amount will reflect on your account within 5-7 business days.
  
  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,
  *************************
  Global Traveler Resolutions Team

• Initial Complaint

  Date:02/14/2023

  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 claiming a complaint to Expedia. Due to their incompetent service, I lost my flight after spending over 3 hours desperately on the phone at the airport. As a consequence, my schedule to attend a funeral of my beloved aunts are all messed up. Here is the associated account info and what happened. - Itinerary # is ************** - Date purchased: Jan 21, 2023 - Date incident occurred: Feb 13, 2023 - Name: ************************** was booked on Expedia.ca for myself flying out on Feb 13, 4:50pm from ******* to ********** - Amount paid to Expedia was a round trip flight totalling ****** - I arrived at airport at 1:30pm and started to find out that the name on my ticket was spelled as ***************** which was taken from my Expedia account and I was declined to onboard and asked by Air Canada that I can call Expedia to get name modified on my booking. - I then spent over 3 hours with Expedia desperately being transferred to at least 10 different people on the phone and at the end was told nothing can be done and I can only cancel the existing booking and rebook it. - Expedia had no experienced people, wasted all my time on the phone, they could have told me from the beginning if it cannot be done. At the end, time was running out, I had no choice but cancel and because all the time Expedia wasted on the phone with me. I wasnt even able to book the same time new flight and messed up all my schedules. It was such a horrible experience that Expedia could have helped customer to avoid by doing the following: - Dont take default name from customer account and on system ask customer to ensure their name matches with passport. There is no indication of that. I was really sad and disappointed with the experience and request Expedia to compensate my lost cancelled trip. Thank you for your help in advance!

  Business Response

  Date: 02/15/2023

  February 15, 2023
  
  Better Business Bureau
  Mid-Western and Central ****
  
  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 his flight reservation.
  
  Our records indicate that ************** made a fight booking with Lufthansa for February 13, and 23 from ******* to ********** and returned on the 19th. We understand that ************** is looking for a refund since the name on the booking doesnt match the name on his passport.
  
  We are sorry to hear about the troublesome experience. We have identified through our internal investigation that when a traveler books on the website might pick the account holders name as the passenger however, the travelers do have the option to change it. We have also observed that the account is under ******************** name and the booking made for ***************** which not saved in Mr. ****** account.
  
  Upon receiving Mr. ****** request, we contacted Lufthansa *******'s advocating on his behalf however didnt get any favorable outcome.
  
  We hope you can understand that we, as an intermediary, are bound by the airline's policies and their application of those policies in this case. Accordingly, we are unfortunately unable to accommodate your request.
  
  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,
  *****************************
  Global Traveler Resolutions Team

• Initial Complaint

  Date:02/13/2023

  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 hotel online with Expedia as I have done several times in the past and today I received new information regarding adjusted flights with the airline that my daughter is flying to ******** on February 15 and not the 14th when I booked the hotel for. She is 17 years old and attends grade 12 at a private school on the island. They are in a break and found out the school is actually closed when they were meant to fly in so we booked two rooms and planned to make a 10 hour drive to meet the girls and take them to the hotel, dropping them off at the school the next day. The flight was changed so that my daughter didnt arrive until the 15th of February so I immediately went online today (Feb 9) to cancel the reservation. I was told by Expedia that I had booked a non refundable room and they were sorry. I went back through my emails and nowhere does it say it was a non refundable rate . I know better not to do that as so many things can change. I have uploaded the proof I need to prove my point in order to get a full refund. This is so distressing as I am out $450 without a glimmer of hope to get a refund. This is such poor business practice, dishonesty and pure greed both with Expedia and the Four Points Sheraton in ********. I am not new to making reservations and am in the aviation industry as well. I need a bit of help with this please. Also, I checked and they have plenty of rooms available for less than what I paid.Best,*****

  Business Response

  Date: 02/15/2023

  15 Feb 2023 
   
  Better Business Bureau 
  Mid-Western and Central **** 
  Complaint Department 
   
  Re: Expedia.ca case # ********
  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 to address the comments and concerns that have been brought to our attention. 
   
  Expedia.ca is responding to the consumer complaint from *********************************** (BBB case number ********) regarding the refund of the hotel reservation booked under itinerary **************. Per our records, ************** booked a non-refundable room reservation in **************************************** for 14 Feb 2023. Our support team has informed ************** that the booking policy is non-refundable.
   
  Upon receiving the concern from BBB, we contacted the hotel seeking a waiver but could not connect with them.
   
  Nonetheless, taking into consideration customer loyalty with us and the concerns that she expressed, we have processed a refund of CAD ****** as a one-time exception to the card ending with XXXX-****, originally used to book the travel. The amount will reflect in the account within 5-7 business days. 
   
  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. 
   
  Regards, 
  Sandeep Negi 
  Global Traveler Resolutions Team
  

  
  

• Initial Complaint

  Date:02/08/2023

  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.

  I purchased tickets to ************** for a family get away departing Canada on Dec 1 returning on Dec 8, 2022 to Jan 5, 2023.Due to a family conflict, I had to change to the ticket to a different date and on Nov 25, 202 I contacted EXPEDIA for TD and spoke to a female agent and requested the cost and change and was told to pay an extra 800$ CAD which I had no problem paying.I gave the agent my cc information and was told my card didn't go through, I said that is impossible so I asked her to try it again, and again was told It didn't go through, so I stated I would call back after I spoke to the card issuer. I called the issuer and was told there are two charges by EXPEDIA pending for 800$ ..to my surprise I then called EXPEDIA back and spoke to another agent and explained what had happened, and advised him I would like to book again, however this agent stated for me NOT to re-book until I speak to a manager, at this point he stated the cost has gone up and that probably is something I should do, therefore I agreed and advised this agent to get a manager contact me immediately, in which he obliged.Several days had passed, departure date getting closer and still no call, I then contacted the call center again spending an hour explaining my case and being told a manager will contact you soon via phone and if no answer by email, days go by again and still no call- I must of called 5 times before receiving a call back...and that only call by a manager was done at 6am....who calls at 6am??I called back, and guess what -I was told to wait until a manager called me back.About a week goes by and a manager called me, I explained my situation and he was very empathetic, and was told he would listen to the tapes and get back to me. I waited 3 weeks and I called 5 times with the same.Manager finally called back with no resolution, very rude and gave me nothing in regards to I lost my money, vacation.I had to cut my story off as there isn't enough room to do so.

  Customer Answer

  Date: 02/08/2023

  72407788083672
  

  Business Response

  Date: 03/03/2023

  Mar 04, 2023
  
  Better Business Bureau
  Mid-Western and Central ****
  Complaint Department
  
  RE: Expedia for TD BBB Case ********
  
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact ExpediaForTD.com regarding an issue from our customer. We appreciate the ********************** allowing us to address the comments and concerns that have been brought to our attention. ExpediaForTD.com is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
  
  Expedia For TD is responding to the consumer complaint from ********************************* (BBB case number ********) regarding a flight booking. We understand that ********************** claims our representative was not able to change their flight booking and is requesting the refund of the unused tickets.
  
  After further reviewing our record, weve verified ********************** booked a non-refundable booking with Air Canada. The customer reached our representatives to exchange the tickets on 30 Nov 2022 but the card on file was declined. No changes could not be processed as the customer refused to provide a different credit card. Consequently, the airline marked the tickets as no-show.
  
  We understand the customer called back multiple times, after the departure, claiming the agent has made an error,however, we have verified no error occurred during the call on 30 Nov 2022.However, Expedia For TD is also unable to advise on the transaction history related to this reservation, as the merchant of record was the airline.
  
  In addition, Expedia For TD serves as a third-party intermediary for travel providers, such as Air Canada and our customers.  As an intermediary, Expedia For TD is not liable for refunds based on the actions of the travel providers.  Our Terms of Service, to which ********************* agreed prior to making this reservation, makes clear that Expedia For TD provides use of its website so that travelers can book travel services with travel providers. Expedia For TD is not liable for the underlying travel services; any acts, errors, omissions, representations, warranties or negligence of such travel providers; nor any personal injuries, death, property damage or other damages or expenses resulting therefrom. When booking,travelers agree that they are bound by the rules and restrictions provided by travel providers.
  
  Accordingly, any refund that ********************** may receive must be authorized or issued by the travel provider pursuant to their cancellation policies.  Here, Air Canada is the travel provider with whom ********************** made his reservation.  In this case, Air Canada allows to refund the unused taxes in the amount of C$340.42. Air Canada will be responsible for processing the refund to the card in file ***** ending in XXX2353). The refund timing expected is **** Business days. An email will be send to ********************** email in file with the information above via the protocol number S- 140465291,and if agreed we will initiated the refund process with the airline.
  
  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.
  
  Sincerely,
  ******
  Global Traveler Resolutions Team
  

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19342003
  
  I am rejecting this response because: ****** failed to mention the attachment that shows those charges were authorized by my credit company and not declined, furthermore I no called the next day with a new card and the above information-****** failed to mention that when I called back the agent advised me to not re-book and wait to speak with a manager, I asked 5 times to make sure that I should not re-book and wait for a supervisor, furthermore I asked this same agent how long it will take for a manage to contact me and I was told less then a week.  One week surpassed and still no call, so called Expedia and waited 45 minutes to speak with 4 other agents to finally get to one that promised me a supervisor would call and if they dont get a hold of me one would email within 5 business days, ****** failed to mention again no supervisor called therefore I called again to go through the whole process again.

  The agent again stated I'm sorry but you have to wait for a supervisor to call you.  Fast forward 4 days and I received a call at 6am, the supervisor left a msg to call the number back, I did during normal business hours and was told that manager wasnt available and to wait till another calls back. (No email either)

  Again I called and within 3 days a spoke with a supervisor promising hes going to listen to the tapes, I advised him to also listen to the other calls as they all tie in together.  I was told 2 weeks - at this point my next departure date request has long gone - the agent that told me to wait for a supervisor has completely blew this wide open.

  I called 3 other times looking for a update and told to wait.

  I was finally contacted again by a supervisor who was rude and basically stated I would not be compensated and was told he didnt want to see the authorization form and hung up.

  There is a reason why the star rating is what it is for Expedia, there is no customer support, most agents dont know how to problem solve and most importantly they all pass the problem off to the next and are completely unaccountable.

  The card I used was fine and authorized (as above) it doesnt matter of Expedia is the third party, thats an excuse as they have ample ways to determine a flight was authorized or not, furthermore the agent advised me not to rebook and wait to speak with a supervisor knowing the time constants, in addition after being tired of routinely calling for updates, the change fee was outrageous, even though the tickets were non refundable they were able to be moved to another date but the incompetence of some agents failed to get it completed the first time and so on.

  Expedia ruined my vacation by their untrained and inconsistent staff.

   

   

   

   

   

   

   

   

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

  Customer Answer

  Date: 03/13/2023

  They have not emailed me at all
  

  Business Response

  Date: 03/15/2023

  Mar 15, 2023
  
  Better Business Bureau
  Mid-Western and ************
  Complaint Department
  
  Rebuttal Case ********
  
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact ExpediaForTD.com regarding an issue from our customer. We appreciate the ********************** allowing us to address the comments and concerns that have been brought to our attention. ExpediaForTD.com is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
  
  Expedia For TD is responding to the rebuttal from ********************************* (BBB case number ********) regarding his flight booking.
  
  We communicated with ********************** via email and confirmed the tax refund. After we received ********************** approval a refund of ****** CAD has been processed to the credit card on file and should be expected to ************** **** business days.
  
  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.
  
  Best Regards
  *******
  Global Traveler Resolutions Team

• Initial Complaint

  Date:02/08/2023

  Type:Customer Service 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.

  January 8, 2023, on Expedia.ca, I booked a room (check-in July 20; check-out July 24, 2023 at *********************. Expedia offered two options: (1) refundable, at Can$377 per night, inclusive of taxes and fees; or (2) nonrefundable, at Can$366 per night, inclusive of taxes and fees. (The attached screen shots illustrate what I saw on the Expedia.ca website, and are identical except for the price; they are for the previous week, July *****, because *********** is sold out for July *****, and no booking for that period is now offered.) In each case, I had $217.45 in available Expedia rewards points to be applied to the purchase. I chose the former, and expected to pay $1508 - $217.45 = $1290.55. After completing the booking, I immediately looked at the attached confirmation, and discovered that I had been charged $1730.01 (an average of $420.80 before taxes and fees), and that the booking was characterized as "nonrefundable." I immediately called Expedia to get the error corrected, and have been trying ever since to do so, without success, as described in detail in my attached January 30 email to Expedia and ***********, and subsequent attached email exchanges. I have received no response to my February 3 email.

  itinerary 72466565918098.

  Business Response

  Date: 02/09/2023

  09 February 2023
  
  Better Business Bureau
  Mid-Western and Central ****
  
  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. 
  
  Travelocity is responding to the consumer complaint from **************** ************************* (********) regarding hotel reservation. I understand that ************** is claiming that he had booked refundable reservation and he also claimed that has been charged more than he was quoted on the website.
  
  Upon receiving the case, we had contacted the hotel for the refund for the booking, however they have denied the waiver on the booking. They have provided us with an option to make the changes in the date and the room type before the check in date.
  
  We have investigated the booking session by utilizing a program that shows what the traveler sees during their booking process, and after reviewing the booking session we have verified that ************** had selected the non-refundable booking before confirming the booking. By selecting to self-book, a reservation, our travelers act as their own travel agents and it is their responsibility to verify the reservation details are correct. During the booking process and right before the reservation is completed the booking details are displayed for confirmation. 
  
  Also, after reviewing we can also confirm that ************** has been charged the same amount reflecting in the checkout page. The average nightly price reflecting is $366.44 average night with the points applied at the check out page. Total price of all the nights(Excluding taxes and fee as reward points cannot be applied on taxes and fees) is ******* CAD. Expedia reward Points applied ********* which is equivalent to ****** CAD. Final average price reflecting at the checkout page is as mentioned here : ******* -****** = ******* CAD. Now the average of the total 4 nights will be ******* CAD/4 = ****** CAD.
  
  This is the information we have gathered and unfortunately as we are unable to find any proof of the error claimed by **************, hence we will be unable to honor the claim. We hope that our position in this regard has been clarified.
  
  If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  Rajat
  Global Traveler Resolution Team

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 19334258
  
  I am rejecting this response because:

   

  This is my rebuttal to Expedias February 9 response to my complaint.
  
  The fact that Expedia responds as Travelocity (rather than Expedia), and to a branch of the Better Business Bureau in **** (rather than in *********, *******) does not inspire confidence in the accuracy of its claims or its records.
  
  The prices quoted on the Expedia.ca website were $366 per night ($377 for refundable), before any consideration of taxes, fees or rewards.  Expedia claims that the average price per night that it charged for the hotel (independently of taxes, fees, and rewards) was $366.44.  This is refuted by the receipt it provided at the time of booking:
  
  Pricing and rewards
  Pricing
  Room price
  Thu, Jul 20 CA $343.09
  Fri, Jul 21 CA $386.11
  Sat, Jul 22 CA $******
  Sun, Jul 23 CA $429.14
  Taxes & Fees ** $264.26
  Other
  21,745 Expedia Rewards points applied -CA $217.45
  Total CA $1,730.01
  Paid
  [Visa 4621]
  
  Simple arithmetic will show that $343.09 + 386.11  + ****** + ****** = $1683.20.   $1683.20 divided by 4 = $420.80.  Even on its own evidence, Expedia overcharged me by $54.80 per night, or a total of $219.20.
  
  Expedia says its case is supported by its email exchanges with the hotel, and its use of a program that shows what the traveler sees during their booking process.  However, in spite of my requests that it do so, it has refused to disclose either the emails or its record of the booking session.  A reasonable person would infer that it is refusing disclosure because those records would not support its case.
  Expedia says that it contacted the hotel for the refund for the booking, however they have denied the waiver on the booking.   However, in an email to me, the hotel said nothing about such a request; rather, it said Expedia reached out to us stating that the room type chosen was incorrect.  The room type was never an issue.  Again, Expedias refusal to disclose its communications with the hotel speaks volumes about the accuracy of its claims.
  Since filing my complaint, I have obtained a recording of my January 9, 2023 telephone call with Expedia supervisor ************  In it, she said: Im going to issue a voucher for $200 under your account, okay, regarding all this hassle, and again, From my end Im going to issue a voucher for $200 regarding all the hassle that happened before.  No such voucher has appeared on my Expedia account, and to this point the Expedia representative, *****, responding to my complaint has not responded to my inquiry as to what became of it.
  I have been a frequent, loyal customer of ******************** for many years.  This entire experience has made we wonder why, instead of accommodating and assisting such customers, it appears to prefer arguing with them, obstructing their attempts to establish what happened, and refusing any resolution.  It appears Expedias F rating with the Better Business Bureau for customer service is well-deserved.  In the absence of a resolution, I will be proceeding with a complaint against Expedia and ******************* to the **************** Civil Resolution Tribunal.
  
  
  Sincerely,
  
  ************************************

  Business Response

  Date: 02/13/2023

  14 February 2023
  

  Better Business Bureau
  Mid-Western and Central ****
  

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

  Dear Better Business Bureau, 
  

  Thank you for forwarding the consumer rebuttal from **************** *********************** (BBB case number ********). We regret to hear ************** did not accept our response offered.
  

  We have reviewed the issue highlighted by **************. As per the calculation received from the **************, he has applied the points on the taxes and fees included in the hotel nightly price. As mentioned in the previous response, reward points cannot be applied on taxes and fees. The nightly price mentioned on the website is Excluding the taxes and fees. Whenever a traveler books a room the price details in the check out page mentioned the average nightly price excluding the taxes and fees. The whole breakage reflects in the checkout page and can be verified by visiting the page.
  

  The email exchange between Expedia and the hotel cannot be forwarded as this our internal conversation with the hotel. However, we have provided with the summary of the email exchange to **************. Also, we have already issued ***** points in the account which is equivalent to 200 USD. ************** can find the points credited to his account once he logins with the registered email address.
  

  I am again sorry to inform you that we will not be able to issue any further compensation in this case as we dont have substantial proof supporting the claim.
  

  We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us. 
  

  Sincerely,
  Rajat
  Global Traveler Resolutions Team

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 19334258
  
  I am rejecting this response because Expedia is not making any attempt to resolve this complaint.   it has failed to provide, and  is refusing to produce, any documentary support for its positions, and the information it has provided is inaccurate and incomplete.  I will be taking my complaint to the ** ************************** where Expedia, the hotel, and the hotel's owner can be  compelled to produce records, and which has the power to order the respondents to correct their errors and compensate me.

   

  Incidentally, the credit Expedia provided (more than a month after promising to do so, and only after I obtained a recording of the promise and reminded them of it) was not for US$200, it was for Can$200.

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

  Customer Answer

  Date: 02/22/2023

  When Expedia rejected all attempts to settle my complaint through the Better Business Bureau, on February 16, 2023 I filed a complaint with the ** ************************* against EXPEDIA CANADA, *******************, and ************************* (ART *** owner).  On February 17 the respondents offered, and I accepted, a resolution on the following terms:  cancellation of the hotel booking; full refund of Can$1703.01; and restoration of $217.45 in Expedia rewards points to my Expedia account.  This is precisely the resolution I sought from my first contact with Expedia and the hotel.  I regret that it took legal action to arrive at a resolution that was available from the beginning.  I request that you close my BBB complaint as resolved.  Thank you for your efforts on my behalf.

• Initial Complaint

  Date:02/06/2023

  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.

  Case #S140471215 I booked 2 flight tickets through Expedia for travel in April 2020 which were cancelled due to the pandemic. Rebooked the following year for May 2021 which was cancelled once again. I chose a flight credit to use at a future date. Itinerary **** **********. I started calling Expedia Sept 2022 to use my credit to rebook and after 6-7 frustrating phone calls and 4 weeks later was finally able to rebook. Apparently the tickets were in the old system and had to have a waiver code from the airline to be reopened. Much unneeded time spent if I hadnt reached so many agents that didnt know how to help me. The flight I finally booked was for May 13, 2023 departing ******* to ****** and returning May 25, 2023 **** to *******. AIR TRANSAT confirmation GZA OSH or G9P 616. All was good until Nov 2022 when I started receiving texts that the airline had changed my flights. The airline has completely changed the origin, destination and dates of travel. Now my flight was changed to **** to ******* May 26 and then ******* to ****** June 6. I started calling Expedia Dec 11 and now almost 2 months later Ive dealt with many fustrating calls once again. Finally today I reach somebody that looks into this further and gives me 2 options travel in June or request a refund. I cannot travel in June and since the airline isnt travelling to ******* in May anymore, I requested to change my destination to **** and was told that was not an option. I decided on the refund option but was told no guarantee and it would take up to 10 weeks which is ridiculous. I dont understand how it is possible that my refund request might get rejected and I would be out $1828 I paid for the tickets. A separate issue is the $300 I paid to Air Transat directly for advance seating also. This whole process has been an nightmare and shouldnt have taken 2 months to even get to this point where Im offered these options. Im hoping for a quick resolution with a refund of $1828 from Expedia and $300 from Air Transat for the seats.

  Business Response

  Date: 02/09/2023

  February 10th, 2023,
  
  Better Business Bureau
  Mid-Western and Central **** 
  Complaint Department
  
  RE: Expedia Case #********/ 00180821
  
  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 ********************* Case #******** regarding the flight reservation.
  
  We understand that the traveler is seeking a refund for this reservation.
  
  Our records indicate that on October 14th, 2022, ************** made a multiple flight reservation from ******* to ******, ******* on May 13, 2023, and **** to ******* ** May 25, 2023, however, there was a schedule change on the traveler's flight.
  
  Upon reviewing this case, we can see that Air Transat changed ****************** flight dates and offered an alternative date. However, ************** does not want alternative options provided by the airline and seeking a refund. Hence, we have processed a refund in the amount of CAD1,805.56 to the original form of payment(MasterCard ending with XXXX-****) which should get credited to the same within the next 2 weeks.
  
  Also, we understand that ************** purchased the seats from the airline, however, we are unable to see any footprints for the seat booked by **************. Hence, we would request ************** to check for a refund with the airline for the seats.
  
  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,
  
  ***************************
  Global Traveler Resolution Team
  

  Customer Answer

  Date: 02/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/02/2023

  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.

  Itinerary number is 7514948965768

  Due to covid, a flight I booked through Expedia.ca on WestJet from ******* to ******* to ******, ****** for travel on March 28,2020, could not be taken. WestJet issued a credit to Expedia that was put in my Expedia account for future use. When WestJet announced that refunds rather than credits were an option, I contacted Expedia to ask for this. Expedia said they would make the request. A few months later, the credit disappeared from my Expedia account but no refund was issued. Expedia said they were waiting for ******* and it could take a few months. After a waiting for approximately a year, I contacted Expedia who told me it was now a WestJet problem and to contact them. ******* told me that it was an Expedia problem and to get Expedia to sort it out. I went back to Expedia who said they could do nothing about it. I am now left almost three years later with no credit and no refund. The total amount I should have been refunded is $540.16 for a flight scheduled for March 28, 2020. The Expedia website is also now not allowing me to access the itinerary number or details of the cancelled flight and keeps saying there is a technical problem.
  

  BBB Note - February 9, 2023 - the following update has been provided:

  I wanted to follow up as it appears that Expedia did refund the amount for the flight but because my credit card number changed in the intervening time and Tangerine (my credit card company) failed to transfer the amount on to my new credit card (I received a new card due to the old one being compromised). 

  Customer Answer

  Date: 02/02/2023

  Itinerary number is 7514948965768

   

  Business Response

  Date: 02/07/2023

  Dear Better Business Bureau,
  
  It has been my pleasure to assist with Case #********. 
  
  Unfortunately we have been unable to find the confirmation/itinerary with the information they have provided.
  
  If the customer would be so kind as to respond with:
  Itinerary number:
  Phone number on reservation:
  Phone number customer called ******************** from:
  Amount of charge:
  Date of charge:
  Email address used to make reservation:
  
  We apologize for any inconvenience and appreciate the customers patience as we review their case after receiving this information.
  
  Best ******************************************************* Resolution Team 

  
  

  Business Response

  Date: 02/16/2023

  Dear Better Business Bureau, 
  
  It has been my pleasure to assist with Case #********. Our findings and resolution to the case are listed below. 
  
  Findings:
  
  We can confirm that this reservation was created on January 19, 2020 via our website for arrival on March 15, 2020 and departure on March 28, 2020. At the time of booking, the customer agreed to the following cancellation policy: 
  
  Basic Economy Fares: Non-Refundable/Changeable
  
  Our records show that this case has already been resolved and rectified by our front line agents and the traveler has communicated the received their requested refund via their financial establishment.
  
  Conclusion/Resolution:
  
  We would like to offer our apologies for any inconvenience this may have caused the customer. 
  
  As a refund has been issued, there is no further action required from our side. 
  
  Thank you for bringing this matter to our attention and allowing us a chance for resolution.
  
  Kind regards, 
  
  ****************
  Traveler Service Resolution Team 
  
  

• Initial Complaint

  Date:02/02/2023

  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.

  Our flight was delayed from Halifax on ********* Jan 19 and we were unable to inform the rental car company, Routes, within the 6 hour timeframe as set out in the contract. When we arrived in ******, after 8 PM when Routes had closed thier office, we contacted Expedia to cancel the reservation and we rented another vehicle at the airport as we were traveling with a baby to Kingston. I have communcated several times with both Expedia and Routes asking to be refunded all but the first day of the car rental. They have in writing blamed each other for not being able to refund our money. I have even provided the notification from the airline from when they informed us the flight was delayed to show them we could not have informed them in time. They have offered only to refund us the $119.83 which is the cost of the insurance. I would like a refund for all but one day of the rental as, 1. we informed them as soon as we were able that we would not be renting the car for the week 2. no service was provided 3. they were able to rent this vehicle to another party. I have email documentation if required.

  Expedia Itinerary **************. Purchase date Jan 5, 2023

  Customer Answer

  Date: 02/07/2023

  Expedia Itinerary **************. Purchase date Jan 5, 2023

  Business Response

  Date: 02/08/2023

  Dear Better Business Bureau,
  

  It has been my pleasure to assist with Case # ********. Our findings and resolution to the case are listed below.
  

  Findings:
  

  I can confirm that this reservation was created on January 5, 2023, on Expedia website for pick-up of the rental vehicle on January 19, 2023 and return on January 27, 2023 with Routes Car Rental. At the time of booking, the traveler agreed to the following cancellation policy:
  

  100% refund if you cancel up to 6 hours before pick-up. There will be no refund in case of cancellations made after that or no-shows. Get 100% refund on insurance if it is cancelled before pick-up time. This will be cancelled automatically with your car cancellation.
  I understand the traveler is requesting to be refunded for their rental reservation with Routes Car Rental in the amount of ****** CAD due to their flight being delayed. 
  

  Reason why customer care was unable to resolve the issue is due to Routes Car Rental denied any refund to the traveler once we reached out to them about this issue. The traveler did not contact the Routes Car Rental in advance about their flight being delayed, in which they would not be able to pick the vehicle up on time. 
  

  Conclusion/Resolution:
  

  We would like to offer our apologies for any inconvenience this may have caused the traveler.
  

  Unfortunately, we were not able to obtain approval for a refund from Routes Car Rental. As the rental facility has declined to offer a penalty waiver we cant proceed with a refund for this booking.
  

  Because we value our travelers at Expedia, as a one-time courtesy, we have refunded the traveler in the amount of ******CAD. On February 1, 2023, the traveler was refunded for the Collision Damage Plan already in the amount of ******CAD. The total amount the traveler was refunded is ****** CAD. Please allow 3-7 business days for the funds to be returned to their original form of payment at this time. 
  

  We ask our travelers to make ************** review your cancellation policy with the vendors you book with on Expedias website going forward. This will help avoid situations like this in advance on all your future bookings.
  

  Thank you for bringing this matter to our attention and allowing us a chance for resolution.
  

  Kind regards,
  

  ******************
  Traveler Service Resolutions Team
  

  
  

  Customer Answer

  Date: 02/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Thank you so very much. This caused my wife and I much unneeded stress given thier refusal to refund our money when no service was provided. We will be more dillegent of contract terms in the future.

  Much appreciated.
  
  Sincerely,
  
  *********************