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

7,583 total complaints in the last 3 years.
2,630 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:05/10/2025
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.
On the morning of May 8, I bought three tickets from ********************************* to ***************************** on Expedia on May 26th, with a single ticket price of 264 USD and a total of 792 USD. However, on the evening of May 8, I canceled this order, and Expedia told me that I could get a refund 24 hours after placing the order, and I indeed met this refund condition. However, on May 9, I saw that my bank statement had been debited three times for $264, totaling $792. So I need to get this money back.
Business Response
Date: 05/11/2025
12 May 2025

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

RE: Expedia Case # 11822701

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 the flight booking.

Our records indicate that Mr. **** booked a flight from ***********, ** to *******, MT with ***************, departing on May 26, 2025,under Itinerary # **************.

Upon reviewing the details of your hotel reservation, we promptly contacted the airline to verify the status. It has been confirmed that your original booking was cancelled, and the amount charged will be automatically reversed to your account within 57 business days as part of the same transaction.

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
Global Traveler Resolutions Team
Customer Answer
Date: 05/12/2025

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:05/09/2025
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 issues at a property that I stayed at. The property let me check out early and they refunded the money back to Expedia because I went through third party. Now Expedia is stating that they cannot get ahold of the property and they have not authorized the refund. I sent them the photos of the receipts that state that they agreed to the refund. Expedia now is going back and forth with emails with me saying I need to find out the person's name of who authorized the refund and they will not proceed until I get the name. The stay was in ******* I live in ********* i did not get a first name/last name becausethe employeedid not have a nametag.. I have called Studio 51 they stated that the refund went through to Expedia already. Expedia States they've never received it and they are emailing back and forth stating that I need to try to resolve the issue by getting the name and other information about the person who said they refunded it even though I have sent them the pictures of the receipts.
Business Response
Date: 05/12/2025
May 12, 2025

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

RE: Expedia Case: 11771308/BBB: ********

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 hotel.

Our records indicate that Ms. ******* booked a hotel reservation at Studio 51 ******************* from April *******, to May 1, 2025. We understand that Ms. ******* is requesting a refund.
Upon my investigation, Ms. ******* contacted us to request a refund as she checked out early from the hotel.
Based on our research, we are truly sorry for the experience. The hotel approved a refund of $150.74, which was processed on May 11, 2025, to Ms. ********* **** card ending in 2955. The refund should be credited to her account within 710 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
Customer Answer
Date: 05/12/2025

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. Please read attached letter to see the interactions and the transactional history. I can forward the multiple emails as well if they are needed to show that I reached out and I did the work. I have phone recordings of the conversation with Studio 51 as well.

Sincerely,

******* ******
Initial Complaint
Date:05/07/2025
Type:Billing 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 reserved a hotel thru Expedia on 2/20/25 at the **********************. I was not able to go and I cancelled the room on 3/7/25. I was charged $173.38 on 3/1/25 (from ***********) Not Hilton. They do not have a record of me being charged by them and when I called the help line for Expedia they told me that the credit card number is not the one on file that I paid with. (But it is on my statement) So did someone else get my refund. I have chased this for 4 weeks now and no one can give me an answer. To sum things up, I reserved the Hilton and was charged by the Crown and Expedia has the wrong credit card info, and no one can give me my refund! I will never use Expedia again!
Business Response
Date: 05/08/2025
08 May 2025

Better Business Bureau

******, ****** & ******************

Complaint Department

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

Dear Better Business Bureau,

Thank you for taking the time to contact (Brand Name) 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 charges.

Our records show that on February 19th, Ms. ******** booked a *************** reservation at the ********************************* for travel dates April 25th to April 27th, with a total amount of $660.92 USD, under itinerary number **************. We understand that Ms. ******** is requesting a refund for charges she believes were incurred at *************

Upon review, we have confirmed that the ********************************** was canceled on March 19th through our website. No charges were applied by ****** for this cancellation.

Additionally, we could not locate any charges or reservations under Ms. ********'s Expedia account for *************

To help us investigate this matter further, we kindly ask Ms. ******** to provide a copy of the bank statement showing the charge in question. Please ensure that any sensitive information, such as full card numbers, is removed before sending.

This information will allow us to review the case more effectively and assist accordingly.

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: 05/08/2025

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:05/07/2025
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.
Dear BBB,I am filing an official complaint against ********** / Expedia Group for misrepresenting refundable bookings and unlawfully retaining funds. I experienced three cases where I booked Free Cancellation stays and was charged over 5000 for one booking and 1500+ for two others, with refunds denied or blocked.1.*************** (******): I was charged over 1500 despite Free Refund. When I visited the hotel in person, I was told they had not received funds. Strikingly, the refund was processed within 10 minutes after my visit proving ********** had full control.2.Hotel PLM: Same issue over 1500 charged, refund ************* Velha do Palheiro ***************** My assistant spoke directly with the hotel. They agreed immediately to reinstate my booking. Despite this, ********** delayed for days, then falsely claimed the hotel refused which was untrue.All three hotels confirmed they only receive funds upon guest check-in. The money is held by **********, not the hotels. The platform uses automated responses and shifts blame, while keeping customers money.This is a systemic global issue, especially harming non-U.S. customers. Ive seen public reports of many such cases. These practices not only hurt individuals, but also cause growing distrust toward American companies worldwide, damaging the reputation of U.S.-based platforms and eroding global consumer confidence.I request a full refund and written explanation.This complaint is also being submitted to the *** and the Washington State Attorney General.Sincerely,****** Weissenbeck, MBA
Business Response
Date: 05/09/2025
10 May May2025

Better Business Bureau

******, **
Complaint Department

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

Dear Better Business Bureau,

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

********** is responding to the consumer complaint from ********************** (BBB case number #******** ) regarding a hotel booking refund.

Our records indicate that ****** made 3 reservations with ********** at 3 different hotels. We understand that ****** is requesting the refund of all 3 hotels.

Upon review, we found that under itinerary **************, ****** booked a stay at ****************, ******, for the travel dates May 14 to May 17. The reservation was made on April 17 and canceled the following day, April 18, resulting in a full refund of $1,508.94 USD being processed to her **** card ending in 2295 on the same day. Please note that refunds typically take ******************************* the account.

Further, under itinerary **************, ****** booked **********************, Relais & Chteaux, Funchal for travel from July 31 to August 14, with a total amount of $5,243.28 USD. Although the booking was made under a non-refundable policy, ****** cancelled it on May 1 with the assistance of a virtual agent. We reached out to the hotel to request an exception, and they kindly approved a full refund. As a result, the full amount was processed to the same **** card ending in 2295 on May 9, with the standard processing time of 710 business days.

Lastly, we reviewed itinerary **************, which was for a stay at ********* from May 8 to May 15, with a total cost of $1,403.84 USD. This reservation was also made under a non-refundable fare, and the policy was communicated to ****** in the confirmation email. The booking was cancelled on April 17 with the help of a virtual agent. We have verified that no ********** representative assured ****** of a refund for this booking. We also contacted the hotel to explore refund options, but they have confirmed that the non-refundable policy remains in effect. As ********** acts as an intermediary between the traveler and the hotel, we are unable to process a refund in this case.

If ****** has any documentationsuch as emails, chat transcripts, or names of representativesindicating that a ********** or hotel agent promised a refund, we kindly request that she share those details with us. This information will help us further investigate and review the matter thoroughly.

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: 05/12/2025

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,

****** Weissenbeck
Initial Complaint
Date:05/07/2025
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.
Yesterday 5/6/2025 we couldnt manage to check in due to delay in ticket update from Expedia ( itinerary **************) the original return was San to *** with three legs with two airlines, Delta for SAN to LAX and *********** for LAX-ALG, however, it was updated by Expedia to LAX-ALG with ***********( only one hour before departure at 2 pm ) and this is why we couldnt check in with the airlines. The update happened as ************** canceled the first leg SAN-LAX at ***************** at 6 am to avoid a no show and total cancellation of the return ticket after mutual consent from both us and ************** as both parties agreed to drive to LAX and travel from there to ALG, when we arrived at LAX at 12:30 pm, *********** couldnt check us in because Expedia didnt update the ticket and thus the whole sequence was considered no show. By the time Expedia updated the ticket, it was too late to check in. We reached out to travel solutions with Expedia but they blamed ***** for advising us to travel to LAX and offered only $200 of rewards compensation. We would like to request at least $554 of reward compensation to enable us to book an outbound ticket from LAX to ALG as Expedia is the main accountable party due the delay from their side to update the ticket .
Business Response
Date: 05/07/2025
08 May 2025,

Better Business Bureau
**********, **
Complaint Department
Re: Expedia.com case # ********

Dear Better Business Bureau,

Thank you for taking the time to contact Expedia regarding an issue with 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 flight booking under the said itinerary 73047481449057.
After a thorough review of our records, we can confirm that Mr. ******* booked a round-trip flight from ******* (***) to ********* (***), with the outbound flight on March 28, 2025, and the return scheduled for May 6, 2025.
Our investigation shows that the connecting flight from ********* to *********** (SANLAX) operated by ************** was canceled because Mr. ******* did not arrive at the airport on time, resulting in a no-show status. This led to the cancellation of the remaining segments of the itinerary. To assist further, we contacted the airline to request a refund waiver or possible compensation. However, we didnt received the favorable outcome. As Expedia works as an intermediary between travelers and our suppliers,we are bound by the suppliers policy.
We are sorry for the hassle caused and understand that this outcome may be disappointing. As a gesture of goodwill and to help make up for the experience, we have credited Mr. ******** Expedia account with ****** USD worth of OneKeyCash, which can be applied toward future bookings with us.
For more information on how to use OneKeyCash,including terms and conditions, please refer to the following link: ************************************************
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.

Regards,
****** K
Global Traveler Resolutions Team
Customer Answer
Date: 05/08/2025

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:05/06/2025
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.
To Whom It May Concern,I am filing this complaint against Expedia regarding an unresolved issue involving a confirmed booking that was abruptly cancelled by the property, leaving me without accommodation upon arrival. Despite numerous attempts to resolve the matter directly with Expedia, I have received no meaningful resolution.On April 12 2025, I arrived at the property associated with Itinerary #**************, only to be told that no room was available and that they could not honor my reservation. This forced me to secure alternative lodging at the last minute, in the middle of the night, incurring unexpected expenses and significant stress during what was meant to be a vacation.I contacted Expedia immediately. After sending several emails and spending over 1 hour and ************************************************************************************* back. Instead of a proper resolution, I was offered a $150 credit, which is not even close to the cost of the booking or the inconvenience *********** a long-time customer who has spent thousands of dollars on Expedia over the years, I find this treatment unacceptable. Expedia has failed to take responsibility for their partners failure and has refused to issue a proper refund for a service that was never provided.I am seeking assistance from the Better Business Bureau in obtaining a full refund for this booking. I am also requesting that Expedia be held accountable for their poor customer service and lack of resolution in this matter.Thank you for your time and support.
Business Response
Date: 05/12/2025
12 May 2025

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

RE: Expedia.com Case # ********

Dear Better Business Bureau,

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

Expedia.com is responding to the consumer complaint from Mr. **** ****** ******** regarding the refund of the hotel reservation because of no service provided by the property.

Our records indicate that Mr ****** had a reservation with us under the itinerary number ************** from 12th to 23rd April 2025 for *************

Upon further investigation and after carefully reviewing the details Mr. ****** provided, we attempted to contact the property owner. Unfortunately, we were unable to establish communication. Given the hassle encountered during the check-in process and in recognition of loyalty as a valued Platinum member, we have processed a full refund of $1,059.85 to Mr. ******** **** card ending in 5847. The refunded amount should reflect in account within 710 business days, depending on financial institution.

As an additional gesture of goodwill for the hassle caused, we have credited $150 in OneKeyCash to Mr. ******** account. This can be used toward future bookings on our platform. You may review the full terms and conditions for OneKeyCash at the following link: ************************************************. We have also escalated your feedback to the appropriate team to help ensure such situations are avoided in the future.

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,
Sahib S
Global Traveler Resolutions Team
Customer Answer
Date: 05/12/2025

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:05/05/2025
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 bought a flight package that included car and hotel accommodations. I had to cancel my flight and car because the friend whom I was going to a memorial in ************, N.C. his wife was injured severely and he was going to cancel so I did too. Expedia finally refunded my car rental, but have neglected to refund my flight money. I have contacted Expedia who says ***************** owes you a refund and ***************** says Expedia owes you a refund. Expedia says I have already received my refund (that is partially true, I have received my car rental refund) but I still have not received my flight refund.
Business Response
Date: 05/06/2025
May ******

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

RE: Expedia Case 11600295

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 the consumer complaint filed by Ms. ******* ***** (BBB Case Number ********) regarding a refund related to her package booking under itinerary number 73079323483454.

We regret the hassle Ms. ***** experienced while addressing this issue with our frontline team. We would like to confirm that both components of the packagecar rental and flighthave now been successfully canceled and refunded.

A refund of $249.55 for the car rental was initiated on April 29, 2025. The flight refund of $788.68 was processed on May 6, 2025. Both amounts will be credited back to the **** card ending in 5450 within 7 to 10 business days from their respective processing dates.

As a gesture of goodwill for the delay in resolution, our frontline team credited $100 in OneKeyCash to Ms. ****** Expedia account (registered under ********************* An additional $50 in OneKeyCash has also been added. For details on how to use OneKeyCash, please visit: ************************************************.

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: 05/06/2025

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:05/04/2025
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.
Deceptive advertising on Expedia for *************** flights-- it shows "seat choices are included" with no fine print. Upon booking on 2/14/25 and going to Virgin to select the seats, there were no free seat choices and I had to pay $215.85 to select the seats (needed due to traveling with a child). Upon reaching out to Expedia on 4/19/25, and explaining the situation with the incorrect advertising, the initial CSR instructed me to choose and pay for the seat choices first, and then reach out to Expedia for the seat choice reimbursement. I followed those instructions, and after, I reached out to Expedia's customer service on 5/4/25 via phone and was told again that the "seat choice included" meant the option to choose seats 24 hours prior to departure. This is not acceptable as that is not what the reasonable consumer would interpret this as. After over an hour's conversation and holding time, escalating to the next manager, the result was the manager accusing me of not choosing "free seats" that he currently sees on the ****** website (I paid for that already per the initial instructions...) and he cannot refund. I let them know they need to fix their faulty advertising. Generally, Expedia has a good online booking experience, but this particular experience booking flights was surprisingly very shady and the management gaslit me.
Business Response
Date: 05/05/2025
May 05, 2025

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

Re: Expedia.com case # ********

Dear Better Business Bureau,

Thank you for reaching out to Expedia.com regarding a travelers concern. We appreciate the opportunity to address the comments and inquiries brought to our attention.

Expedia.com is responding to the consumer complaint from Ms. ******* **** (BBB case number ********) regarding her flight booking. Our records indicate that on February 14, 2025, Ms. **** booked a flight for three passengers on ***************, traveling from ************* to ****** on June 11, 2025, with a return on June 19, 2025 (itinerary reference number:73032124006654). She believes she was informed that seat selection was included in the booking, which was not the case.

Upon receiving the BBB inquiry, we thoroughly investigated the details and confirmed that Ms. **** had already contacted our team. As a resolution, we processed a refund of $215.85 USD for the seat selection fee paid to the airline. The funds should be reflected in her account 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 queries regarding this matter, please feel free to contact us.

Regards,
******* ****
Global Traveler Resolutions Team
Customer Answer
Date: 05/05/2025
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. Expedia (the business) informed me that they processed the refund on May 5, 2025, AFTER I emailed them feedback about what happened during the most recent call and verbally informed them that I would be filing a complaint with the BBB.

In their most recent email, they stated: *Financial institutions may take up to 15 days to post the credit to your account. Please contact your credit card company or bank to check on your refund status.*

Although I received this message, the email itself seemed very basic, and their previous interactions with me have been inconsistent in terms of facts. As a result, I am NOT confident that the refund will actually be processed. I will follow up in approximately 15 days to verify whether they follow through.

Sincerely,
******* ****
Initial Complaint
Date:05/03/2025
Type:Service or Repair 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 4/23/2025 I booked an all inclusive vacation to ******** (flight + hotel). On 5/2/2024 I called Expedia to add airport to hotel transportation to my itinerary. The agent first told me that I need to call the hotel as they the ones that do that, Expedia does not handle those services. When I called the hotel they told me that because I booked with a third party website Expedia are the ones to add the transportation. I called Expedia AGAIN and then was told that my reservation was canceled without any explanation as to why. (At this point I had not received a cancellation email). The agent told me that it was the hotel that cancelled. I told him I was just on the phone with the hotel and I wasnt made aware of any cancellations and I requested to add them to the call. He told me I dont have to do that and he can rebook the reservation but now its over ***** more than what I paid for (initially a 6+K vacation) AND in addition there is a $400 per person resort fee we can pay it now or at the resort. I told him that Ive stayed at multiple resorts and never had to pay a resort fee. At this point I wanted to speak with a manager. I was on hold for over 45 minutes waiting. During that time I called the hotel asked if they cancelled our reservation, they said no we are in the system. I also asked about a resort fee and they said there is no such thing. 5 minutes before a manager came on I received an email that our reservation was canceled. When the manager came on he told me that I canceled the reservation on my end (which is false) and then HUNG UP on me. I called Expedia again and was then told Jet Blue canceled the reservation because we were on standby flights and that we would have read the fine print. I called JetBlue and they said no the cancellation was on Expedias end and that we were never on standby we were ticketed.I am being charged a cancellation fee for no reason!
Business Response
Date: 05/05/2025
May 05, 2025

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

RE: Expedia Case # ********//BBB Case ********

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 the consumer complaint from Ms. ***** ******* (BBB case number ********) regarding a package booking.

Our records indicate that the traveler booked a package from ******** to **************, including a stay at the ***********************, with check-in on June 28 and check-out on July 3, 2025. The flight was booked with ***************, departing from ******** on June 28 and returning from **********, ************* on July 3, 2025, under the itinerary number **************. We understand that Ms. ******* is requesting a waiver for cancellation penalties.

Upon review, we confirmed that the booking was successfully made on April 23, 2025. However, a cancellation request was initiated through the website. After thorough verification, we found no discrepancies, as the flight was ticketed, and the hotel booking was confirmed. Additionally, there was no prior contact history with us about the transfers being done by the hotel,since it can only be processed through a new booking. To better understand and prevent similar issues in the future, we kindly request Ms. ******* to provide the contact number that was used to request the transfers and details regarding the location from which the number was retrieved.

Based on our findings, the hotel booking has already been fully refunded.Furthermore, after consulting with the airline, we confirm that the flight reservation has been reinstated for the same date. The updated booking can be tracked directly on the airlines website using the reference code SLRPIH For any further assistance, we recommend that Ms. ******* reach out to Expedia via chat support or through the official contact number listed 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: 05/05/2025

Complaint: 23282337

I am rejecting this response because: no one logged in online to cancel any part of our reservation its an absurd and out right lie to state such a thing after your investigation and I know Im not the first and only ones this has happened to. The companys instagram is filled with comments people having these same exact situations and Reddit threads stating the same thing.
We initially contacted you guys to add on transportation from the airport to the hotel. No where on the website does it say the entire reservation has to be cancelled and rebooked for transportation. As a matter of fact its an Add on option.
Furthermore why would I want a flight to be booked with no hotel? We will never be using Expedia or any of the Expedia group companies for any booking

Sincerely,

***** *******
Initial Complaint
Date:05/03/2025
Type:Service or Repair 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 April 23, 2025, I booked a round-trip ticket for my son to travel on 4/25/25 from *******, ** to ***********, **, returning on 4/28/25. Round-trip costs $606.97. I received an Itinerary Confirmation. On the morning of the flight, my son contacted me, while in root to the airport wanting the boarding pass and I realized that the boarding pass wasn't sent. I contacted Expeida and **** ****** stated the flight was not confirmed, because of a system "glitch" in the system and that I would need to purchase another ticket and my original ticket would be refunded. He said that I would be charged $606.61 but would have to pay $292.37 for taxes and airport charges. He said that there would need to be two payments, one for $606.97, which I used my debit card for and a ****** link was sent for the $292.37. I paid both charges. I contacted the Airline (**********) due to other issues I had with Expedia and asked her how much the round-trip ticket was, total fare. She said $606.97. l am seeking assistance to get the $292.37 returned to me since the fare including all fees was $606.97.
Business Response
Date: 05/03/2025
May 03, 2025,

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

RE: Expedia reference number: 11462912

Dear Better Business Bureau,

Thank you for taking the time to contact Expedia Group 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. ***** ****** is seeking a refund for the payment she made for the flight reservation, secured for his son.

Our records indicate that Ms. ***** booked a flight trip with Delta and *************** for travel dates of Month of May 2025. The departure was scheduled on May 23, 2025, from *******, **, *************, to ***********, **, *************, and return on May 27, 2025.

We would like to inform Ms. ***** that we could not determine the amount and travel dates in our records, as described in her query. Therefore, to investigate Ms. ****** claim further, we need the booking details like itinerary number, along with its associated email and contact number. In addition, if Ms. ***** does not have the requested information, she can contact her bank/financial institution for further assistance regarding the amount she mentioned in her query.

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

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