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.
- 2,623 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/10/2022
Type: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.
Original flight from *** to ******** was canceled for June 18 late on June 17. Tried to reschedule using the Expedia bot, which booked us for a one way flight on Saturday June 18 for an additional $254 (note: we were charged the full $528 for these tickets, not the incremental cost); unfortunately, it booked a flight from ******** to *** rather than from *** to ********. We called Expedia customer service. The agent was unable to secure us a flight prior to late Sunday June 19, so we decided to book a flight through an airline and requested a refund for the misbooked flight on the 18th with a request that our return flight on June 21 not be refunded or cancelled. The agent assured us twice that we were only receiving a refund for the Saturday flight (original and additional cost) and we would still maintain our return tickets.On Tuesday, we hadn't gotten any notification to check in for our flight and discovered that the Expedia agent had cancelled our return flight despite his reassurances. We called Expedia, and the agent told us there was nothing he could do and the $504 refunded was the amount for our original flights, and the additional $254 hadn't gone through (it had), contradicting what we had been told on Friday. The customer service agent said ******************** was not responsible for canceling our flights and there was nothing that could be done.Ultimately, we rented a car to drive back to ***--this cost additional money and required us to take another day off work. As of yet, we have not seen the refund on our credit card and are not clear on how much we'll actually receive as we were told various amounts and charged incorrectly for the mis-booked flight. We're requesting Expedia fully refund us for all flights ($1,036) and reimburse the cost of the rental car ($395) for a total of $1,431.
Business Response
Date: 07/19/2022
July 19, 2022.
Better Business Bureau
******, ****** & Western **********
Complaints Department
RE: Expedia Case S#*********/********.
Dear Better Business Bureau,
Thank you for taking out 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 the itinerary XXXXX.
Our records indicate that on May 11, 2022 a flight was booked to be used on Jun 18, 2022. We understand ******************************* is requesting a refund for the total booking value plus a car reservation.
Upon receiving this complaint, we checked our records and can confirm that returning flights with Air Canada were canceled and a full refund was promised for that portion. As we previously discussed with customer; we processed a refund for the original flights $273.70 and the amount of $254.26 customer needs to check with his bank, since the flight was canceled at the end we did not take that amount. We also spoke with Delta on July 15, 2022 and they processed a full refund for the amount of $231.3. We also processed a refund due to the inconvenience, for the car rental for the amount of $395.00; refunds back to the same form of payment. The funds could take up to 7 to 10 business days to show up on his account, depending on his bank.
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,
*************************.
Customer Resolutions Team.Initial Complaint
Date:07/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On June 1, 2022 Ive booked a room at the ********************* for the dates of August 5 through the Aug 7. I booked this through Expedia due solely to the fact that their site said it was fully refundable and pay later.I needed to cancel this due to change of plans and put in that request on June 17. I was expecting to not be charged anything. I always check prior to final booking to make sure they are refundable. I later learned this was not refundable and would be fully charged if canceled. This seems like a bait and switch situation to **** reached out to Expedia who responded that they reached out to Sheraton and they are unable to process my refund of $541.68.My itinerary number is **************.Business Response
Date: 07/14/2022
July 14, 2022
Better Business Bureau
******,****** & Western **********
Complaint Department
RE:Expedia Case S#*********
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 ************************* (BBB case number ********) regarding a hotel refund request.
Our records indicate that on June 1, 2022, our customer self-booked a hotel reservation using Expedias website.The hotel stay was scheduled for August 5-7, 2022 at the ***************************. We understand that our customer is seeking a refund for the hotel booking.
Upon receiving this complaint, we reviewed the booking and found that the reservation was booked according to the preferences selected online. Based on the policies from the property, the reservation was fully non refundable and the payment was collected at the time of booking and not later. This is why no refund was processed at the time the booking was cancelled. We contacted the hotel to request their approval to process the full refund, however, at this point, the hotel has not provided a refund authorization. As a result, we inform our customer that we will not be able to fulfill the refund 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,
*************************Customer Resolutions Team
Customer Answer
Date: 07/14/2022
Complaint: 17546294
I am rejecting this response because this was a bait and switch. If you look on their site its advertised as fully refundable. The room categories do not even offer the choice of non-cancelable. The only one that does at the current time is for a 2 queen *** category and its $15 less per night and that is pre-selected by the application. They make it very easy to make that mistake. I am not sure what happened in my situation regarding this but there is no way I would have purposely chosen that to save $30 on a $541 booking. A customer shouldnt be penalized when a company tries to make it easy for this mistake to happen.
Sincerely,
*********************Initial Complaint
Date:07/10/2022
Type: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.
We have asked for a supervisor call back 4 times and still havent heard back. They refuse to transfer to one when we call because there isnt one available. They refuse to provide their registered agent information !Business Response
Date: 07/13/2022
July 12, 2022
Better Business Bureau
******, ****** & Western **********
Complaints Department
RE: Expedia Case: S#*********
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 *** Mehrabi (BBB case number ********) regarding a flight reservation
Our records indicate that on February 15, 2022 a flight reservation was booked for a flight departing from ********* to *********** on June 23, 2022 with ***** Airlines, returning from *********** to ********* on June 29, 2022 with Alaska Airlines.
We understand that the customer is looking forward to receive a refund..
We would like to notify you that we have checked our records and reviewed ***** Airlines and Alaska Airlines policy. Keep in Mind that Expedia does not charge for changes or cancelations as we are subject ***** Airlines and Alaska Airlines policies. We have confirmed that the tickets booked are non refundable. Expedia is unable to issue a refund.
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,
Ashley ******
Corporate Correspondence TeamInitial Complaint
Date:07/09/2022
Type: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.
Team,I booked my a trip via Expedia to ***** from (9Aug 9, 2021 to Aug 12, 2021 | Itinerary # **************. Unfortunately the entire family was diagnosed with Covid19 and we were told by the airline that we cannot be allowed to fly due to Covid19, I called expedia to explain our situation and the trip was canceled, Now I want to rebook my trip to the same destination and expedia wants to charge me a penalty fee of $100 per passenger @ $400 plus the difference of in current Air fare. I explained to Expedia that I'm ok with paying the difference in airfare as the cost went up but I should not be paying a penalty fee when the airline themselves stopped me from flying because of my family's covid19 status at the time. Can you please help me get my refund from Expedia as they are playing games and want to charge me a penality fee which I should not be responsible for and are not helping me.Thank you.Business Response
Date: 07/14/2022
July 13, 2022
Better Business Bureau
******, ****** & Western **********
Complaint Department
RE: Expedia Case S#*********/17545216
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 Abderrahim Meziane (BBB case number 17545216)
Our records indicate that the customer to get a refund for the change fee.We have reviewed the information about this refund, and we can confirm that the customer contacted us August 8, 2021 and before cancelling the reservation was informed that there will be a change fee equal to $100 collected by the airline. The customer agreed to the terms and conditions and the reservation was cancelled with customer's approval. We will not be able to issue a refund for this fee.
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,*************************
Corporate Correspondence TeamCustomer Answer
Date: 07/14/2022
Complaint: 17545216
I am rejecting this response because I was promised a refund, Expedia only refunded my hotel but not my airline tickets since I was not allowed to board due to my Covid-19 positive status. Expedia refunded the hotel but never refunded the airline ticket as promised. Please help to get my refund as IM prepared to even file a case in court as this is completely not my fault to not be allowed to travel and not get my money back. Please help me to get my money back as Expedia never explained anything to me when I informed them that I was not allowed to board the airline.
Sincerely,
***********************************Initial Complaint
Date:07/09/2022
Type: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 have an account with Expedia with a Gold status and several bookings but when I checked the app, they deleted my account without any email or reason.I tried to call their customer service but they are very ineffective and they can say is that they can view my bookings but they cant open and thats all they can do about it.I paid thousands of dollars for bookings and now all they can say is that they cant do something about it?I have all the email from them about my reservation and the deductions they credited to my cards.I want my account recovered plus all the rewards I have in there and I need clarifications regarding my reservations.This is very stressful and I am emotionally and mentally distressed coz I already paid.If only I knew this company is a scam, i wouldnt have signed up for it.Business Response
Date: 08/05/2022
Aug 05, 2022
Better Business Bureau
******, ****** & Western **********
Complaints Department
RE: Expedia Case ********
Dear Better Business Bureau,
Thank you for taking out 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 Gharlan Galarosa (BBB case number ********) regarding an account issue.
Upon receiving this complaint, we have escalated Gharlan Galarosa concern to an special team and they will be following this matter with Gharlan Galarosa directly.
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,
*****************************;
Customer Resolutions TeamCustomer Answer
Date: 08/07/2022
Complaint: 17545100
I am rejecting this response because: Theres no resolution given until now.
Sincerely,
Gharlan GalarosaBusiness Response
Date: 08/16/2022
Dear Better Business Bureau,
It has been my pleasure to assist with Case #********. Our
findings and resolution to the case are listed below.
Findings:
Our records indicate the customer was in touch with customer care from July 10, 2022 to August 2,2022 regarding a concern with their account being closed.
Conclusion/Resolution:
We would like to offer our apologies for any inconvenience
this may have caused the customer.
Upon receiving the customers complaint, we reached out to our ********************** to address what happened on their account. We are still working with them to reach a resolution and require additional time to provide a resolution.
Thank you for bringing this matter to our attention and
allowing us a chance for resolution.
Kind regards,
**************
Global Customer Resolutions TeamCustomer Answer
Date: 08/23/2022
Complaint: 17545100
I am rejecting this response because: They keep saying I deleted the account when I didnt. The resolution they gave me is that they cant help.
Sincerely,
Gharlan GalarosaCustomer Answer
Date: 09/01/2022
Yes. I was contacted but still not resolvedBusiness Response
Date: 09/02/2022
Dear Better Business Bureau,
It has been my pleasure to assist with Case #********. Our
findings and resolution to the case are listed below.
Findings:
Upon receiving the case, we have reviewed the customers concerns about their Gold account. Our records indicate that the customers account has not been blocked or deactivated on our side.
We have also reviewed their bookings for the flights and hotel they had booked using their account previously. The hotel bookings are still valid for travel for the customer on the dates of: October *****, 2022 and October *****, 2022 for the Intercity ************. These are still active reservations. However, we were not able to locate the flight information for the customer.
Conclusion/Resolution:
We would like to offer our apologies for any inconvenience
this may have caused the customer.
Thank you for bringing this matter to our attention and
allowing us a chance for resolution.
Kind regards,
**************
Global Customer Resolutions TeamInitial Complaint
Date:07/09/2022
Type: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 business trip via Expedia on Jun 18, 2022 for travel ***** June and contacted the hotel on the same day via Expedia site for validation of reservation and additional check in information. I got a response from the contact on the same day letting me know they do not accept short term (1 week) rentals. I immediately cancelled. I was later informed that I was not allowed a refund because of hotel policy. Expedia provided me the incorrect contact information and could not resolve my issue and ***** me a refund or credit. I've attempted 3 times with Expedia for a resolution. If I had the correct information in the first place, this would not have been an issue. My total cost was $684.90 and my time. This reservation was not booked in error nor cancelled because of remorse. Please let me know if you need any additional information.Business Response
Date: 07/15/2022
July 15, 2022
Better Business Bureau
******, ****** & ******* **********
Complaint Department
RE: Expedia Case # S#*********/********
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 the hotel booking National at Ballston Metro.
Our records indicate the hotel booking to check in on June 21, 2022 to check out on June 24, 2022. We understand **************, is requesting a refund.
Upon reviewing the booking, we confirmed no information has been provided regarding the stay length restriction, we tried to contact the property and unfortunately no answer was provided to emails or calls.
We have processed the full refund for the booking in the amount of $684.90 plus the Expedia rewards applied to it in the amount of 366, that have been adjusted to the account already.
The fund may take from 7 to *********************************** the billing account, depending on the bank.
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,
*******************
Corporate Correspondence TeamCustomer Answer
Date: 07/15/2022
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 for taking the time to help me resolve this issue.
Best Regards,
*********************Initial Complaint
Date:07/09/2022
Type: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.
Received a flight credit for me and my daughter ****** a piece. That total average is ******. Im rebooking tickets online the total cost for the flight was ****** it wouldnt let me apply or use the credits so I did the online virtual help and was told even after the credits I applied I owed 497! How do I owe more than the original flights plus with a ****** credit added? Now Im on the phone with an Expedia agent and hes saying the exact thing. Im confused as too how Im paying more than the flight even with credits being used. Its a scam!Business Response
Date: 07/14/2022
July 14, 2022
Better Business Bureau
******, ****** & Western **********
Complaint Department
RE: Expedia Case # S#*********/CMS case # 17544738
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. Tela Hart BBB case number 17544738 regarding a flight reservation.
Our records indicate that on February 14, 2022 a flight reservation was booked to fly from **********, ****************** to *******, **, ************* on March 03, 2022 with ****** Airlines for 2 passengers. We understand Ms. Tela Hart is requesting a refund.
Our records also indicate that the reservation was cancelled a future travel credit was issued. We have verified that the customer tried to use the credit online but the price was updated, and when the customer contacted us the price was higher. We as travel agency work with a live inventory and prices change. Prices are not guaranteed until a reservation has been booked and confirmed. We are truly sorry for the misunderstanding. Therefore, in order to help the customer and as one time exception, we issued the refund for 376.74 USD to the original form of payment. We kindly ask the customer to please wait since it can take up to **** business days for the refund to show ** in her account, depending on the bank.
We have also sent this information to the customer via email.
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,
*********************************
Corporate Correspondence TeamCustomer Answer
Date: 07/14/2022
Complaint: 17544738
I am rejecting this response because: I disagree with whomever stating that the price raised when actuality the price dropped during the conversation of booking. I do accept and appreciate them refunding my money back. But as they can see during the conversation I sent via text as well the audio because I was trying to rebook using travel credits for two days that the price of the flight kept dropping the issue I had was them saying that the flight was more than the original flight even using my travel credit which didnt make sense. I told the customer service guy to book the flight without using the flight credit and it was cheaper without using the flight credit. That doesnt make since to me. But thank you for resolving the issue and yes I do accept the refund of ****** that theyre returning to my card.
Sincerely,
*****************Initial Complaint
Date:07/09/2022
Type: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.
Expedia refused to provide me with a connecting JetBlue flight from ****** to ********* on my return flight from ******* on 6-11-22. They even refused to rebook my JetBlue flight to *******, ** so I could stay with the friends I traveled with and get a ride closer to my home in *********. Terrible rude customer service. The woman actually tried to book me on flights when I would be in or on flight from Iceland!! Hows that going to work?? They sent me a bogus email stating that I had a flight from ****** to *** (hotel overnight) to ********* on 6-12-22. I find out on 6-5-22, that I was never booked on *** flight to *********. I would have been stranded at *** with no flight home. I want refund on my connecting flight, flight to ******* that I had to pay for, gas and $73 hotel stay. I was supposed to stay at Hampton Inn JFKJamaica the night of 6-11-22; Expedia gave me a$200 voucher but I had to $73 on my credit card for hotel never used. My ******* flight was $163.60 and gas to drive to ********* with my friend was $50.Business Response
Date: 07/17/2022
July 14, 2022
Better Business Bureau
******, ****** & Western **********
Complaint Department
RE: Expedia Case S#*********/17544685
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 ***** Kilbane (BBB case number 17544685)
Our records indicate that the customer is asking for a refund.We have reviewed the information about this refund, and we can confirm that we have tried to contact the customer in order to get the receipts showing the amount paid for the new reservation. However, there was no answer from customer's end. The customer will have send us with the receipts and contact us back so we can provide with solution.
As well the hotel was contacted and they deny a refund in this case as the changes were performed by the airline. Without the hotel's approval we will not be able to process a refund.
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,*************************
Corporate Correspondence TeamCustomer Answer
Date: 07/21/2022
Complaint: 17544685
I am rejecting this response because:the message I received from Expedia was a chat that kept asking me for my itinerary number. When I entered it multiple times the Expedia chat responded couldnt find that itinerary number . So how am to provide my documentation when there were NO steps given for this step. Expedia has the correct information and my cell numberthey could have called or emailed me. Im more than willing to provide the same documentation that I submitted to BBB but Expedia needs to provide a platform for me to submit the items.
Sincerely,
*************************Initial Complaint
Date:07/09/2022
Type: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 have been trying to get my refund for a cancel expedition I paid for it for over a year now. I spoke into numerous people, via text message. They are telling me the same thing. First they say that they will contact me in 72 hours, I wait **************************** I reach back out to the business and I am given the same information in Saint on the same merry-go-round. I was told months ago that I will receive my refund. I still have not received my refund. They keep trying to reach out to the company. I have nothing to do with the third-party company. I gave my money to Expedia, I expect Expedia to pay me back when things are canceled. I have spoken to numerous agents. And as of yet I still have not received my money back. I am highly disappointed in this company. I just want my money back. I paid for an excursion that was canceled therefore I should be refunded. As easy as it was for them to get my money should be as easy as it is to give me my money back.Business Response
Date: 07/14/2022
July 14, 2022.
Better Business Bureau
******, ****** & Western **********
Complaint Department
RE: Expedia ** Case # S#*********
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 US is responding to the consumer complaint from Ms. ******* ****** (BBB case number ********) regarding an activity reservation.
Our records indicate that on June 1, 2021 an activity reservation was booked with Hornblower Cruises and Events - ************** for June 6, 2021. We understand **************** is requesting the full refund for the booking.
Upon receiving this complaint, we have contacted the activity provider to request a refund on our customer's behalf. Hornblower Cruises and Events - ************** has approved the full refund for the booking. As a result, on July 14, 2022 Expedia ** has processed the refund for the amount of $219.06 to the new form of payment provided by our customer.
The time it takes the refund to post to our customers account varies, depending on the time it takes the credit card company to process refunds, but it may take between 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,
***********************
Corporate Correspondence TeamInitial Complaint
Date:07/09/2022
Type: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 Juy 20, 2020 (pandemic year), I was charged a total of ******* for 5 tickets to ****** at ****** each by Expedia.com. The resort we booked shut down due to covid so we had to cancel our trip. Expedia promised a trip credit for the flights. The resort money was refunded. We decided to use part of the flight credit later in December 2020 for a flight to Phoenix which cost ***** per ticket. The agent assured me that the remaining credit of ****** per ticket would be available for use at a later date. Now they are saying I cannot use the credit because the ticket was already exchanged. For the last year I have endlessly contacted Expedia through email, chat, and phone to get help on using this credit with no success. They tell me to contact the airline for the trip credit but when I do the airlines sends me back to Expedia. I've been falsely promised returned calls and it seems there is no hope in getting my credit.I am an advantage member with American Airlines and, for members, the airline policy has extended their dates for which trip credits from Covid can be used. I've tried working directly with the airlines as well but they cant find the tickets I was issued by Expedia.Please help.Business Response
Date: 07/14/2022
July 14, 2022
Better Business Bureau
******, ****** & Western **********
Complaint Department
RE: Expedia Case # S#*********/********
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 the flight booking with American Airlines.
Our records indicate the flight booking purchased back on July 17, 2020 and was exchanged on December 9, 2020. We understand *****************, is requesting the remaining credit to be reinstated.
Upon checking the case and the booking, we could find the remaining credits (MCOs), issued on December 9, 2020 since the new flight selected was less expensive, the MCO's are valid for 1 year from original issue date, and the AAdvantage validity extension applies for the original ticket only.
Since we as travel agency need to stick to the policy provided by the ticket owner, that in this case is American Airlines, we are unable to extend the remaining credit validity or process a refund.
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,
*******************
Corporate Correspondence Team
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