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BBB Accredited Business since

Expedia Inc

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Phone: (425) 564-7200 Fax: (702) 944-6481 333 108th Ave NE Ste 300, Bellevue, WA 98004

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


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.

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Reason for Rating

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

Customer Complaints Summary Read complaint details

4150 complaints closed with BBB in last 3 years | 1495 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 551
Billing/Collection Issues 599
Delivery Issues 60
Guarantee/Warranty Issues 282
Problems with Product/Service 2658
Total Closed Complaints 4150

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

281 Customer Reviews on Expedia Inc
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 5
Negative Experience 275
Total Customer Reviews 281

Additional Information

BBB file opened: October 01, 2000 Business started: 11/10/1999 in WA Business started locally: 11/10/1999 Business incorporated 08/23/1999 in WA
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
801 Capitol Way S, Olympia WA 98504
Phone Number: (360) 725-0377

Type of Entity


Business Management
Ms. Ash Gunderson, Sr Director, Customer Exp Nick Curry, COO Dara Khosrowshahi, President and Chief Executive Officer John Morrey, Vice President
Contact Information
Principal: Ms. Ash Gunderson, Sr Director, Customer Exp
Business Category

Travel Agencies & Bureaus Travel Agencies (NAICS: 561510)

Hours of Operation
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
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 3.7 out of 5 stars based on 281 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

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.

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.