Business Profile

Travel Agency

Expedia.com

Headquarters

Complaints

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

Customer Complaints Summary

7,558 total complaints in the last 3 years.
2,663 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/26/2025
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.
This is my 2nd complaint Im making now ************. This is fraud. They have not answered my 1st claim. Expedia charged me ****** to cancel my reservation. Stating thats the fee hotel is charging. Thats not true. Hotel did not charge. My reservation states free cancellation until 5/28. There was nothing in all the fine print about a cancel fee. Im requesting my ****** be credited back to me. Its fraud when you wrongly charge someone. Expedia would not cancel unless I paid ******. I will again attach documents stating that. I will continue to make BBB report. Expedia doesnt even have the courtesy to respond after I sent them what they requested the 1st time.
Business Response
Date: 05/26/2025
27 May 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 Ms. ***** ******* (BBB case number ********) regarding cancellation fee traveler claim it was charge by Expedia.

Our records show that on February 21, 2025, the traveler booked a three-night stay at ************************************, with check-in on May 30, for a total cost of $606.81 USD. This was a pay-at-hotel reservation. We understand that Ms. ******* is complaining about the service fee she was charged

This reservation was canceled via the website when it was in free cancellation window. I would like to inform you that Expedia never charges a service fee to travelers for cancellations. For future reference, please be aware that if any agent attempts to charge a traveler anything beyond the booking amount for a cancellation, it is likely a fraud pretending to be Expedia. I kindly recommend that Ms. ******* contact their bank to take action regarding the charge.

We request that travelers use our website to connect with frontline agents and advise against searching for Expedias contact number on search engines. Based on the screenshot shared by the traveler, the email address ************************** is not associated with Expedia. We had also highlighted this email to our security team.

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
Customer Answer
Date: 05/28/2025

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:05/25/2025
Type:Service or Repair 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.
Rented a car through Expedia for May 18 2025, ***************, ******. We went to the car rental company *** to pick up. They asked for a refundable deposit and we were ok with it. Then they hit us with a US$278 "3rd party liability insurance" fee, which was not mentioned in the Expedia ad. This was unexpected, so we declined. (BTW: the group of travelers just before us in line declined their service for the very same reason). Sounded shady to us, so we wanted a refund. They refused to refund us and told us to contact Expedia. I contacted Expedia that very day, and they contacted Mex rental, and asked me to wait 3 days. I followed up after 3 days, and was asked to wait 3 more days. Then I got a mail saying that the refund was declined. Apparently the rental company is not mentioning the real reason why we declined the rental, and only quoting the delay in cancellation (according to their cancellation policy, which does NOT mention that $278 3rd party liability fee). Expedia is not helping me in this matter and is siding with the fraudulent rental company. I should have taken a picture of what that agent wrote about the liability fee, but since I trusted Expedia to resolve the issue, I didn't. I reject their resolution and would like a refund.
Business Response
Date: 05/26/2025
May 26,2025

Better Business Bureau
***** - ******, ****** & ******************
Complaint Department

RE: Expedia Case : 12592719

Dear Better Business Bureau,

Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ***************************************************** us time to address the comments and concerns brought to our attention.

Expedia is responding to Mr. ********* **** BBB complaint (Case #********) regarding his car rental booking with Mex Rent A Car, under itinerary number 7306790048206.

Upon receiving his request, we contacted the supplier to request a cancellation waiver. Unfortunately, the supplier declined, citing their no-show policy. The additional charges quoted at the time of pick-up were in line with the suppliers policies and were not included in the original package.

However, as an exception and in the interest of Mr. **** satisfaction, we have initiated a refund of $68.01 for the car rental and $88.00 for the travel insurance. The total amount of $156.01 will be refunded to his Discover Card ending in XXXX-8252 within 710 business days. For future bookings, we recommend reviewing the terms and conditions carefully to avoid similar issues.

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
Yash S
Global Traveler Resolutions Team
Customer Answer
Date: 05/28/2025

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.
That said, I am disappointed with their disposition with the rental company. It was NOT a no-show. We were there and we refused their surprise charge that was NOT mentioned in their terms and conditions (Expedia may feel free to show me the excerpt where I may have missed it). All I saw was that the cost did not cover 3rd party liability, but no mention about how much the 3rd party liability was. It turned out to be twice as much as the total I paid!!! This is a clear instance of bait & switch, for which we had a right to refuse and get a refund.
Moreover, if you see the reviews for that company on ******, they have a ~3/5 rating, with an overwhelming number of complaints regarding their dishonest, shady and predatory practices, some even believing that Expedia colludes with them. Expedia should not be doing business with such a fraudulent company, otherwise they will have to make many "one-time exceptions" for other clients as well.
*****************************************
Sincerely,

********* ***
Initial Complaint
Date:05/25/2025
Type:Service or Repair 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 booked a hotel room through Expedia during Super Bowl week in ***********. I booked it almost a year in advance securing a super low rate. The hotel lost my reservation so Expedia stopped in and got me a new hotel at no additional cost to me. But, they billed me the new expensive rate and will not give me a discount back.
Business Response
Date: 05/27/2025
May 27, 2025

Better Business Bureau
******, ****** & ******************
Complaint Department

RE: Expedia Case # SF- 12592328

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 Mr. *** ******** (BBB case number ********) regarding the refund of hotel reservation which was booked while booking the additional hotel reservation under o as the originally booked hotel reservation under itinerary ************** was cancelled by the hotel. I am sorry to hear about the difficulties he faced. We understand how stressful this must have been for him.

Upon receiving this complaint,we reviewed our pertaining to Mr. Trythalls reservation and found that the payment was charged by his card mistakenly by one of our agents in error.Consequently, we have processed the refund of ******* USD (******** USD charged for **************- amount of the originally booked hotel under itinerary **************)will be credited back to the original form of payment of the reservations which is MasterCard ending with 1596. He can expect to see the amount in the accounts within 7-10 business days.

Additionally, we wanted to inform that a refund of ****** USD for the one unused night f itinerary ************** was also processed to MasterCard ending with 1596 which must have reached him by now.

Once again, we are sorry for the hassle he faced as Red Roof Inn *********************, We will share the feedback with Red Roof Hotel.
I understand that this situation should not have happened, and at Expedia.com, we value traveler feedback and are constantly working to improve our service. Considering his experience, we have added OneKeyCash worth ****** USD to his Expedia account. He can check out the terms and conditions of OneKeyCash by clicking on the following link:

************************************************

Thank you for bringing this matter to our attention. I appreciate the feedback and will take steps to prevent similar incidents from happening in the future. If you have any further questions or issues about this booking, please do not hesitate to reply to this email.

Regards,
**** *.
Global Traveler Resolutions Team
Expedia Group

Customer Answer
Date: 05/28/2025

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:05/25/2025
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 am filing a complaint against Expedia regarding a refund for a hotel booking I made in January 2024 using a now-closed account from ******************. I called on Saturday, May 25, 2025, to cancel the reservation and informed the *** that I no longer bank with Uncle and needed the refund issued to my current *********************** account. I verified my identity over the phone with a text code and my social. The *** said it would be no problem and that a team member would follow up to coordinate the refund to a new card.On Sunday, May 26, I received an email from ******* *. stating that I could provide either a valid reason OR documentation to reroute the refund. I ***lied, explaining that I moved cities and closed my old bank account. I now bank with ********** and no longer have access to the previous card or bank account. Then I received a second email from **** *., saying that I MUST provide documentation from my old bank, directly contradicting the first message.Whats worse, both ***s claimed my original card is still valid. Thats offensive! Ive now said multiple times, clearly and truthfully, that the account is closed. Telling me otherwise feels like Im being called a liar. The assumption that the card is still usable just because it hasnt expired is flawed and ************* no point during the original call was I told Id need documentation. Had I known, I would have escalated the issue immediately. Now, Im being forced to jump through unnecessary hoops for a refund that should have already been processed. Im asking that Expedia issue my refund to my current, verified account at Golden One or offer an alternative method that doesnt involve tracking down a closed bank for a letter.This has been frustrating, inconsistent, and extremely poor customer service.
Business Response
Date: 05/26/2025
May 26, 2025

Better Business Bureau
******, ****** & ******************
Complaint Department

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

Dear Better Business Bureau,

Thank you for taking the time to contact Expedia regarding a concern raised by our customer. We appreciate the ********************************************* allowing us the opportunity to address the comments and concerns brought to our attention.

Expedia is responding to the consumer complaint from Ms. ****** ***** (BBB Case Number: ********). We understand that Ms. ***** is seeking a refund to a different card for the cancellation of the booking under itinerary #**************, and was asked to provide a letter from her bank. We"re sincerely sorry for the experience and hassle Ms.***** ********************** per our records, a refund of $239.66 USD was processed on May 25, 2025, and will be credited to Ms. ******* account within 710 business days. Additionally, $13.54 USD has been adjusted to Ms. ****** Expedia account as One Key Cash, which can be used toward future bookings.

We thank you for the opportunity to address the matter. Should you have any further questions or require additional information, please do not hesitate to contact us.

Sincerely,
******
Global Travel Resolutions Team
Customer Answer
Date: 05/27/2025

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:05/24/2025
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 booked a ***************************************** through Expedia for Monday, June 2, 2025. I took the cancellation insurance. Due to a very serious health issue my wife and I realized this trip to ****** was not possible. I have a letter from my doctor stating that the trip was cancelled due to this health issue. Expedia refuses to give us a credit of $191.80 posted April 30, 2025. Even though I bought cancellation insurance they have stated I needed to cancel by May 14, 2025. That is ridiculous cancellation insurance and makes no sense when the booking was for June 2, 2025.
Business Response
Date: 05/27/2025
May *******

Better Business Bureau
***** - ******, ****** & ******************
Complaint Department

RE: Expedia Case 12550335

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 submitted by Mr. ***** ***** (BBB case number ********) regarding his hotel reservation at ********* by Marriott *************************************************** (itinerary number 73093773565895).

We understand the circumstances that prevented Mr. ***** from using his booking. Upon receiving his request, we reached out to the hotel supplier to request a cancellation waiver. Unfortunately, the supplier did not approve the waiver.

However, in recognition of the situation and Mr. ****** loyalty, we have made an exception and processed a full refund for the reservation. A total amount of $191.80 USDcomprising $175.80 USD for the hotel booking and $16.00 USD for the associated insurancewill be credited back to his **** card ending in xxxx-6292 within 7 to 10 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,
Yash S
Global Traveler Resolutions Team
Customer Answer
Date: 05/27/2025

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:05/23/2025
Type:Sales and Advertising 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 purchased economy airfare for trip with price drop protection. Airfare decreased by $59.99 but Expedia is claiming I booked "main" although my documentation says economy. I also did not get the seat selection associated with higher fare. I believe Expedia is claiming an upbooking to avoid honoring the price drop protection. Fare evidence submitted in attachment.
Business Response
Date: 05/28/2025
May 28th, 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 refund of flight reservation booked under *************** under itinerary 72062637999317.

We would like to confirm that our Price Drop Protection system automatically monitors fare changes and, when applicable, issues a credit to the account after the trip has been completed. In recognition of Erins continued loyalty, we have processed a refund of $59.99 to the original form of payment. The funds should be credited to the **************** card ending in XXXX-6001 within 57 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,
Kazal Kanak
Global Traveler Resolutions Team
Customer Answer
Date: 05/28/2025

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:05/22/2025
Type:Service or Repair 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.
GREETINGS, I HAVE BEEN A LOYAL MEMBER OF EXPEDIA FOR MANY YEARS. IT HAS BEEN A GREAT EXPERIENCE I TRAVEL A LOT AND ALWAYS USE THEIR PLATFORM TO RESERVE MY FLIGHTS AND FOR MY FAMILY MEMBERS NEVER HAD AN ISSUE UNTIL NOW I RECENTLY PURCHASED 4 FLIGHTS TO ********* AND THE ONLY MISTAKE I MADE WAS MISPELLING THE SECOND LAST NAME OF ONE OF THE PASSENGERS WHICH I CONSIDERED A MINOR MISTAKE AS I SPELLED "******" INSTED OF "******", I REACHED OUT TO *****************. THEY SAID THEY GLADLY WOULD MAKE THE CORRECTION HOWEVER BECAUSE I RESERVED MY FIGHT WITH EXPEDIA THEY WOULD HAVE TO MAKE THE CHANGE, I REACHED OUT AND THEY SAID TO MAKE THE CORRECTION I WOULD HAVE TO PAY A FARE DIFFERENCE OF $334.88 JUST TO CORRECT 4 LETTERS IN THE MISPELELD LAST NAME, I HONESTLY THINK THAT IS OUTRAGIOUS ESPECIALLY FLIGHTS BEING EXPENSIVE NOW, THEY TRIED TO HELP ME WITH A ******* WHICH HAS A NEW REVISED FEE OF $184 WHICH I STILL THINK IS A LOT OF MONEY TO FIX AN UNINTENTIONAL ERROR. PLEASE, ALL I ASK FOR IS FOR THE SECOND LAST NAME TO BE CORRECTED SO I DON'T HAVE ANY PROBLEMS AT THE AIRPORT. PLEASE HELP ME. INTENIARY NUMBER: ************** Incorrect Name: ******* ****** ****** ****** Correct Name: ******* ****** Ahilon ******
Business Response
Date: 05/27/2025
28 May 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 Mr. ***** ***** (BBB case number ********) regarding a flight reservation.

Our records show that Mr. ***** booked a flight reservation with ***************** under Itinerary ************** for USD ********. We understand that he is requesting a name correction to the last name of one of the travelers.

According to our records, Mr. ***** contacted our frontline support team on April 26 regarding the name correction and was advised to submit a name correction form. Following this, our name correction team successfully updated ******** last name at no additional cost and sent an email to Mr. ***** with the new ticket number on May 22.

Name corrections are permitted based on airline policies. Expedia does not charge a fee for such changes, and if the airline applies a fee, it is passed on to the traveler. In this case, ***************** did not charge any fee for the minor name correction, and we can confirm that the new ticket was issued without any extra cost.

Additionally, we could not find any communication under Mr. ****** account indicating that he was asked to pay for the name correction. If Mr. ***** wishes to verify the updated name details, he can visit the ***************** website and use the booking confirmation details to review his reservation.

Link: *********************************************************
Booking Confirmation: NQOWMC

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
Customer Answer
Date: 05/28/2025

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:05/22/2025
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.
On 5/20 I cancelled a reservation that I believed to get a refund because I purchased the insurance. Once I cancelled the reservation it asked if I wanted to cancel my insurance which I did. Then I called Expedia asking for my refund of the reservation for 5/23. Expedia said they would not refund me for my unused reservation because I cancelled my insurance. Why would Expedia prompt me to cancel my insurance after I cancel my reservation knowing that my insurance was originally purchased for a refund if I couldn't make my trip. The total amount I lost for unused reservation is $585
Business Response
Date: 05/23/2025
24 May 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 hotel booking.

Our records indicate that ******** made a hotel reservation at ****************, Tapestry Collection by Hilton, ********, scheduled for May 23rd to May 25th, under itinerary #**************. We understand that ******** is requesting a refund for this prepaid booking, and we truly recognize how important this matter is.

Upon reviewing the details, we found that the hotel reservation was made under a special rate that is non-refundable. This policy was outlined during the booking process and was also reiterated in the confirmation email sent afterward. Additionally, the terms and conditions of the travel insurance, which is managed by third-party providers such as *** or ********, were also presented at the time of booking and included in the confirmation.

Our records show that on May 21st, ******** interacted with our Virtual Agent regarding this booking. During that conversation, the agent provided details about the upcoming stay, including the insurance and hotel policies. Before proceeding with the cancellation of the insurance, the agent confirmed the action with ********. Once the confirmation was received, the insurance was canceled. The hotels cancellation policy was also reiterated during this interaction; hence, only the refund of the ***** USD was performed on 21st May to their **** ending with 9899. The refund may take up to 7-10 business days to appear in the account.

While we completely understand Francines concern, wed like to clarify that Expedia acts as an intermediary between travelers and service providers. We did reach out to the hotel on Francines behalf to request a refund as a courtesy, but unfortunately, the hotel has maintained its stance on the non-refundable policy.

For more information about Expedias policies and the role of insurance providers, ******** may refer to the Expedia Terms of Service available on our website: ********************************************************.

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
Customer Answer
Date: 05/27/2025

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:05/22/2025
Type:Service or Repair 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 purchased flight tickets at the same time My Sister and Brother in Law bought the same flight tickets. After multiple flight changes we were both offered refunds due to the changes. My sister was able to confirm the refund and is able to purchase a new flight. I am being told that my flight is not eligible even after receiving the refund option in the Expedia app as well as in an email from the airline(*****). Expedia continues to tell me that the airline is the one blocking the refund even though ***** sent the email offering the refund originally. We are now being forced to take separate flights on our family vacation. I tried to compare the two flights, Mine and my sisters to see what the difference was and no one is able to adequately explain it to me. The whole situation has been increasingly frustrating.
Business Response
Date: 05/27/2025
May 26, 2025
Better Business Bureau
Expedia- ******, ****** & ******************
Complaint Department

RE: BBB # ******** / Expedia case 12439257

Dear Better Business Bureau,

Thank you for taking the time to contact Expedia regarding a complaint received from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Expedia is responding to a consumer complaint received from Mr. **** ********* (BBB# ********) related to a refund of the flight reservation booked with Virgin Atlantic & Delta under itinerary number ************** because of the schedule change.

We understand Mr. ********* was denied the refund upon his contact to our frontline despite the fact that he received an email confirming a refund. Weve reviewed the refund and found there was a minor schedule change due to which a refund was not permitted as per ***** policies.However, upon the frontlines contact with the airline, they have approved the refund request, therefore, a full refund of the flight reservation is already processed to the card ending with 1000 and will reflect within 7-14 business days. The refund amount will be USD ****** per traveler in total USD *******.

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 Resolutions Team
Expedia Group
Customer Answer
Date: 05/27/2025

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:05/22/2025
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.
Formal Complaint Against Expedia (Case ***************** - Failure to Process Booking ***************************************** Neglect To ******************** Case Investigators:1. Transaction Details** - Consumer:**** ** - Expedia Booking ID: ************* - Booking Date: May 18, 2025 - Service Period: October 4-6, 2025 - Total Payment: ******** (USD $295.00) 2. Breach of Service Commitment - May 20, 2025: First modification request submitted via Expedia app - May *****, 2025: 22 call attempts to *************** (avg. 20min/call) - Zero responses received, violating Expedia's stated 48-hour response policy Financial Harm - Non-refundable reservation locks ******** since May 18th 2025 - Forced to seek alternative accommodation at additional cost .
Business Response
Date: 05/22/2025
Hello BBB,

It has been my pleasure to assist with Case #******** concerning itinerary 9070089554724. Our findings and resolution to the case are listed below.

The traveler is requesting modification on the booking.

As a threshold matter, please note that *************************** Travel is not part of the Expedia Group of companies. Rather, it is a company with which we do business through our Expedia Partner Solutions (***) line of business. As such, *************************** Travel receives hotel availability and pricing information from Expedia. *************************** Travel charges the traveler directly for the reservation and is the merchant of record.

I can confirm that this reservation was created on 18 May 2025, online with our *** partner, *************************** Travel. The arrival date for this reservation is 4 Oct 2025, and departure on 6 Oct 2025. The room type booked was Apartment, 1 Bedroom. At the time of booking, the customer agreed to the following cancellation policy:
Cancellation policy states that the room type and rate selected are non-refundable.Should you change or cancel this reservation for any reason, your payment will not be refunded.

According to our records, the traveler contacted our frontline support team, who informed them that assistance must be sought directly from the *** partner.Since this booking falls under an Affiliate Agent Support plan, we are unable to assist travelers directly. Any changes or cancellations must be requested by the affiliate. The traveler was provided with the contact number given to us by the affiliate, (86) ***********. When the traveler later reported difficulty reaching the number, our team reiterated that they would need to contact the booking agency for any modifications or support.

The traveler needs to reach out to the booking agency for assistance. Additionally, we have informed the affiliate to reach out to the traveler and assist them with their modification request.

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

Thank you,
****** K
Global Escalations Team
Customer Answer
Date: 05/28/2025

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,

** ****

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