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BBB Accredited Business since

Expedia Inc

Phone: (425) 564-7200 Fax: (702) 944-6481 333 108th Ave NE Ste 300, Bellevue, WA 98004 http://www.expedia.com



BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

This company offers a service travel site.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Expedia Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Expedia Inc include:

  • Length of time business has been operating
  • Response to 3022 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

3022 complaints closed with BBB in last 3 years | 1368 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 486
Billing/Collection Issues 359
Delivery Issues 24
Guarantee/Warranty Issues 230
Problems with Product/Service 1923
Total Closed Complaints 3022

Additional Complaint Information

On April 19, 2012, BBB recognized a pattern of complaints from consumers alleging advertising, billing and refund issues as well as customer service concerns. Consumers allege when booking hotels online through Expedia Inc's Web site, there is a discrepancy between what they receive at check-in versus what was advertised online. Consumers also claim if there is an issue with airline travel arrangements that requires a request for refund, they experience issues with obtaining the funds from the company. Additionally, consumers allege when they call the company, they experience extended hold times and dropped calls, or the company fails to return calls as promised.

Expedia is working with BBB in an effort to eliminate the underlying cause of the pattern of complaints. BBB encourages consumers to read all terms and conditions before purchasing products or services.

Customer Reviews Summary Read customer reviews

77 Customer Reviews on Expedia Inc
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 4
Negative Experience 72
Total Customer Reviews 77

Additional Information

BBB file opened: October 01, 2000 Business started: 11/10/1999 Business started locally: 11/10/1999
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Washington Secretary of State Corporations Division
801 Capitol Way S, Olympia WA 98504
http://www.secstate.wa.gov/corps
Phone Number: (360) 725-0377
corps@sos.wa.gov

Type of Entity

Corporation

Business Management
Ms. Ash Gunderson, Sr Director, Customer Exp Dara Khosrowshahi, President and Chief Executive Officer John Morrey, Vice President Ms. Tamara Williams, Tier 3 Manager
Contact Information
Principal: Ms. Ash Gunderson, Sr Director, Customer Exp
Customer Contact: Ms. Tamara Williams, Tier 3 Manager
Business Category

Travel Agencies & Bureaus

Hours of Operation
24/7
Refund and Exchange Policy
While Expedia does not charge a change or cancel fee, our suppliers including airlines, hotel, car rental and activities partners may. Please refer to the terms and conditions of your specific itinerary for more information.
Alternate Business Names
Expedia Local Expert Expedia Travel Expedia.com
Additional Information

BBB generally reports 100% of all reportable complaints except for those businesses who maintain a large volume of complaints. BBB currently publishes 30% for Expedia Inc.

Products & Services

Flight, Hotel and Car Reservations. Packages, Expedia Websites, Apps and Mobile web help you find the best of what travel suppliers have to offer at the best rates.


Customer Review Rating plus BBB Rating Summary

Expedia Inc has received 4.13 out of 5 stars based on 77 Customer Reviews and a BBB Rating of A.

BBB Customer Review Rating plus BBB Rating Overview
X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.