BBB Business Review

BBB Accredited Business since

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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
  • 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

2716 complaints closed with BBB in last 3 years | 1192 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 459
Billing/Collection Issues 315
Delivery Issues 19
Guarantee/Warranty Issues 190
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

35 Customer Reviews on Expedia Inc
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 4
Negative Experience 30
Total Customer Reviews 35

Additional Information

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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 4.45 out of 5 stars based on 35 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview
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Professional AffiliationsX
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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

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What government actions does BBB report on?

BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.

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BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

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