BBB Business Review
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BBB Accredited Business since
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This company offers a service travel site.
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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
- Complaint volume filed with BBB for business of this size
- Response to 2716 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1733|
|Total Closed Complaints||2716|
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
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||35|
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:
Type of Entity
Business ManagementMs. Ash Gunderson, Sr Director, Customer Exp Dara Khosrowshahi, President and Chief Executive Officer John Morrey, Vice President Ms. Tamara Williams, Tier 3 Manager
Travel Agencies & Bureaus
Hours of Operation24/7
Refund and Exchange PolicyWhile 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 NamesExpedia Local Expert Expedia Travel Expedia.com
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
BBB Customer Review Rating plus BBB Rating Overview