Business Profile

Travel Agency

CheapTickets.com

Headquarters

Complaints

This profile includes complaints for CheapTickets.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

79 total complaints in the last 3 years.
36 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:10/14/2025
Type:Sales and Advertising Issues
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.
Hello, I purchased three tickets to go to ******, but had to cancel because my daughter got sick. Also purchased insurance in case something didnt work out.. cancel my flights now Im trying to get reimbursed. These people are trying to get more money from me charge me more money to get my reimbursement. I dont trust them.. can you get help me? Thank you
Business Response
Date: 10/16/2025
16 October 2025
Better Business Bureau

******, ****** & ***********************;
Complaint Department

RE: Expedia/ Case ID: ********

Dear Better Business Bureau,

Thank you for forwarding the consumer complaint received from Mr. ******** ******* (BBB case number ********). Were sorry to hear about your daughters illness and hope she makes a swift and full recovery.

We understand that Mr. ******* had to cancel your trip and are seeking a refund, despite having travel insurance.

Upon reviewing your request, we were unable to locate a CheapTickets registered account using the information provided. To proceed with a thorough investigation and assist you effectively, we kindly request the following details:
Your itinerary number
The contact number registered at the time of booking
The email address used for the reservation

Once we receive this information, we will be able to locate your account and move forward with resolving your concern.

Please feel free to reach out if you have any further questions or need assistance.

Sincerely,
****** Buttan
Global Traveler Resolutions Team
Initial Complaint
Date:10/10/2025
Type:Product Issues
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 am filing this complaint against Expedia, **** for failing to disclose a mandatory Canadian transit **** requirement, which caused my mother to be denied boarding, suffer emotional distress, and lose $726.86 in airfare.I booked a flight for my mother from ****** (BOM) to *********** (LAX) for my University Graduation through Expedia, with layovers in *************** (LHR) and ********* (YVR). At no point during booking, confirmation, or ticketing did Expedia disclose that a Canadian transit **** was required.On the day of departure, my mother was denied boarding at ************** by ********** for lacking the ****. She was not allowed to check in or board and was left stranded at the airport. My mother recently underwent surgery and has health conditions; this incident caused her severe distress and anxiety. She also missed my graduation ceremony.When I contacted Expedia, they redirected me to **********. ********** confirmed that this was Expedias fault- they should have informed me about the **** requirement and contacted the airline prior to departure to arrange a travel credit. Because Expedia never did, the ticket became invalid. ********** stated that Expedia controlled the ticket and could have helped if they had acted in time.Expedia initially offered a $350 goodwill refund, which I denied, asking for full refund credit and an apology. Later, they dismissed the case, citing a non-refundable policy. This was not a cancellation- it was Expedias failure to disclose required travel information. I filed a chargeback with ****************, which was reversed after ********** confirmed Expedias control of the ticket.Expedias negligence led to financial loss, emotional distress, and unnecessary hardship for my mother. I request a full refund of $726.86 or a travel credit of equal value, along with a formal apology for the distress caused.I am happy to attach booking details, communication records, and proof of **** denial as supporting documents.
Business Response
Date: 10/17/2025
17 Oct 2025

Better Business Bureau
******, ****** & ******************
Complaint Department

RE: Expedia Case # ********

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 flight booking.

With the assistance of the details ***** provided, it was checked that under the Expedia US account, a flight booking was made with ********** for travel dates from May 8 to May 29, under itinerary number **************. It is understood that ***** is requesting a refund for the flight booking due to a **** issue.

Upon review, it was found that the reservation was made under nonrefundable fare rules. While Devkis standpoint is understood, it is important to note that Expedia acts as an intermediary between the traveler and the supplier. As stated in Expedias Terms of Service, travelers are advised to consult the relevant embassy or consulate for passport and **** information. Requirements may change, so travelers should check for updated information before booking and allow sufficient time for all necessary applications. This information was provided during the booking process and also included in the confirmation email. ***** may refer to the link below for further understanding: **********************************************************

It was also checked that the booking is under airline control. A request was made to the airline for a refund or possible flight credits; however, due to the **** issue, the airline has denied any possibility. Given the instance, Expedia is unable to process any refund at this moment.

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,
*******
Global Traveler Resolutions Team
Initial Complaint
Date:09/28/2025
Type:Sales and Advertising Issues
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 9/4/2025, we were in ******* using Cheap tickets as our one stop shop for the trip. We were set to leave on 9/6/2025. On the 4th we were booked to go to ************. My husband starting feeling really sick the night before as he has severe medical conditions. On the 4th, I spoke to someone at ************ who stated she would be happy to give us a refund, but because we had booked through CheapTickets, she could not guarantee that we would get the money back from them. She could also give us a gift card for ******, instead. I messaged cheap tickets to review our options for cancellation because ideally, I would like our $700 back versus a gift card. I spoke to an agent through chat and he sounded very positive like the refund was going to happen. I decided to wait to see what they said. They took 5 days to get back to me with an answer, which was after we had already left *******. And their answer was no. Even though it was due to a severe medical Issue. I am fine with that except for the fact that they did not answer me for 5 days, which prevented me from getting a gift card from ****** because we had already physically Left *******. If I came back to *******, I still might be able To get a gift card, but I cannot get one over the phone. I am the only provider for my household due to my Husbands medical issues. We have had the pleasure of being able To afford only 2 vacations in 22 years. We are not Going back to ******* anytime soon. Now I am out $665. Its not like its a Small amount of money. its $665. If they had responded to me with an answer before we had left *******, I would have gone and gotten the gift card. Now, I have no options.
Business Response
Date: 09/29/2025
29 September 2025

Better Business Bureau
CheapTickets - ******* & N. ********
Complaint Department

RE: CheapTickets Case # 19135330

Dear Better Business Bureau,

Thank you for taking the time to contact CheapTickets regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

CheapTickets is responding to the consumer complaint from Ms. ******* ******* (BBB case number ********) regarding the refund of the booking.

Our records indicate that Ms. ******* booked an activity at **************************** Tickets US from Sep 4 to Sep 5, 2025, under Itinerary # **************.

I am sorry for the situation which resulted in the inability to use the booking. Following our investigation, we confirmed with the property that the reservation was booked at a non-refundable rate, and the property chose to adhere to its booking policy.

As a third-party intermediary, Expedia must comply with the suppliers policies.

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,
Dhamandeep S.
Global Traveler Resolutions Team
Initial Complaint
Date:09/12/2025
Type:Sales and Advertising Issues
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 paid about $2,500 for this air b&b we booked through CheapTickets. This was our honeymoon so we spent a good amount of time looking for the perfect spot to stay and end our trip. The listing was completely inaccurate on where it is located. We were 400 meters above sea level from where the listing said we actually were. We spent money on buses and taxis and had to forfeit excursions we had planned and got charged cancellation fees because of how far away we were. We planned our trip specifically around where we were located. It was a horrible experience. We spent more money on a different location in hopes we would get compensated for how inaccurate the listing was thinking CheapTickets would understand being that the distances provided where completely false to where we were actually located. They offered me a 100 dollar coupon and then $300 and said it was the best they could do. Listing states we were a 7 minute walk from the ferry landing. It is a 57 minute uphill walk and a 25 minute drive. Listing states we were a 2 minute walk from *********** where we booked nice dinner reservations for. We walked down ***** stairs to get there because the bus only ran every hour and again would make you very sick. This was truly a heartbreaking experience
Business Response
Date: 09/16/2025
16 September 2025,

Better Business Bureau
******* & N. ********
Complaint Department
Re: Cheaptickets.com case #********

Dear Better Business Bureau,

Thank you for taking the time to contact Cheaptickets.com regarding an issue with our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Cheaptickets.com is responding to the consumer complaint from *** ****** ******* (BBB case number ********) regarding the hotel reservation under the said itinerary 73170115720059.
We are writing in reference to a reservation made through Cheaptickets.com for *** ******, who stayed at ******** in Nocelle from September 5 to September 8, 2025.
*** ****** has raised concerns regarding her stay,specifically the challenges she faced with the hotel's location, which unfortunately prevented her from completing planned excursions and activities during her trip. *** ****** has requested a refund or compensation due to the hassle experienced.
We reached out to the property to discuss the matter.However, we received an unfavorable response regarding any refund or compensation, in accordance with the hotel's stated policies.
Please note that as a third-party platform, we act as an intermediary between our travelers and hotel partners. In such cases, we are obligated to adhere to the policies and decisions made by the property, and therefore cannot proceed with a refund unless it is approved by the hotel.
That said, as a gesture of goodwill for the difficulties *** ****** experienced, our team issued a 100 USD Cheaptickets coupon to her account, which can be used on a future booking.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any questions or concerns regarding this matter, please feel free to contact us.
Regards,
****** K
Global Traveler Resolutions Team
Customer Answer
Date: 09/16/2025

Complaint: 23877759

I am rejecting this response because: I spoke to the hotel directly myself and they have sent me images of a different website they use for their bookings. They explained that CheapTickets is at fault for the distances provided on the website and how the location is described which is completely false. Whoever is in charge of this listing is lying to viewers. Our honeymoon vacation was completely ruined. A $100 coupon is a slap in the face. I will never use CheapTickets or expedias platform again and will tell others about the situation. So $100 does us no good in the money we lost because we were lied to on our listing.

Sincerely,

****** *******
Initial Complaint
Date:09/12/2025
Type:Product Issues
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 the 06'10'2025 I reserve a car for my trip . on sept 7 when to ********* on a vac , when to pick of the car from cheapair , the loction it was to be at , was told the Advantage rentals was out of ******** , so I had to rent a car from ********** , it cost me $433.90 to rent from Enterprise . Rental Agreement from ********** is ********* . they would give my money back but i no longer have the card becauase my bank account was hack , i told them to send me a check or i would give them my new card number or my cash app card number to where they can give my refund back .
Business Response
Date: 09/13/2025
Sep 13, 2025

Better Business Bureau
******, ****** & ******************
Complaint Department

RE: Expedia Case: 18333800/BBB: ********

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 Ms. ***** ******** (BBB case number ********) regarding a car. We understand Ms. ***** is requesting a refund.

Upon further research, we are unable to locate an Expedia account related to Ms. ***** complaint. We respectfully request that Ms. ***** provide us with the email address used to book the reservation, and the Expedia itinerary number. The requested information will enable us to appropriately address Ms. ***** concerns. As Ms. ***** shared documents that belong to cheapoair, which is not affiliated with Expedia.
If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
***** *****
Global Traveler Resolutions Team
Initial Complaint
Date:09/10/2025
Type:Service or Repair Issues
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 August 27, 2025 on ir about 430 pm Spain time I booked a room for myself and my husband ***** ***** at the *********** in ************** itinerary no. **************. we got to the hotel around 5 pm on the 28, we processed into the hotel and went upstairs to the room. We we got to the room the mattress was like a 3 in mattress for a cot. We were very upset, we didnt mind the twin beds as we had slept on them before. We went to the car and started looking for a new hotel to stay in as those twin beds were unacceptable, we are seniors with bad back and we didnt paid for a cot and also the parking was charged. We found a hotel through cheap tickets and went inside and told them that we couldnt stay on that room as the bed was like a cot. They didnt really cared, they took the key and refused to give us any monies as they said cheap tickets had not paid the monies to them but through someone else. Cheap tickets had not resolved the case and we would like some of the ****** dollars back. I could see them keeping a night but not the entire monies. The hotel staff said that we had to cancel 3 days prior; this reservation was made and refused within 26hours. Cheap tickets asked if we took pictures, no we didnt as it was getting late and I was in the phone with cheap tickets and trying to make a reservation on my phone at the same time. They pretty much said that they cant believe that we got a mattress, well as proof Im going to add some reviews if this please from other people that call the hotel a gloried bunker and other names for the cot. Im doing the complaint against cheap tickets as they should not support hotels like this. We have been cheap tickets member for over 20 years and if we make a mistake we dont mind loosing the monies but this was no bed this was a cot.
Business Response
Date: 09/12/2025
Dear Better Business Bureau,

Thank you for taking the time to contact CheapTickets regarding an issue from our customer. We appreciate the ***************************************************** us time to address the comments and concerns brought to our attention.

CheapTickets is responding to the consumer complaint from Ms. ********** ********* ***** as per BBB case ******** as she is asking for a refund for her reservation.

Our records indicate that Ms. ***** made a reservation with us under the itinerary number ************** from 28th to 1st September 2025. We understand Ms. ***** faced discomfort because of having cots instead of beds in the hotel.

After a thorough review of the case, we tried reaching the hotel for an approval of a refund. However, unfortunately they denied any refund (full or partial) or compensation.

Nevertheless, we appreciate you being a member of CheapTickets for several years and are sorry to hear about the experience at the hotel. Please be informed that we issued a coupon of USD ************************* your account and can be used to make future reservations. The coupon is valid until 31 October 2026.

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,
********* D
Global Traveler Resolutions Team
Initial Complaint
Date:09/04/2025
Type:Product Issues
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 had a return flight booked from ******** to ********** on Aug 31, and I wanted to change it to Sept 1. Simple request, right? Yet Ive wasted hours bouncing between Expedia and **************, only to be told useless excuses. One rep flat out said theres nothing she can do and then had the nerve to hang up. Now its Sept 4, and guess what? Still no call, no credit, nothing. Meanwhile, *** had to pay for another flight while you people sit on my money like its a donation. Whats the point of using a third party like Expedia if theyre completely useless when problems come up? Either fix this or admit youre running a scam.The amount of money I paid $353.22 American dollar
Business Response
Date: 09/05/2025
September 05, 2025

Better Business Bureau
******, ****** & ******************
Complaint Department

RE: Expedia Case # ******** // BBB Case ********

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 Mr. ********** ***** (BBB case number ********) regarding a flight booking.

Our records indicate that the traveler booked a flight from ******** to ********** with departure on August 31, 2025, under the itinerary number **************. We understand that Mr. ***** is requesting airline credit or a refund.
Upon further research we found that the traveler contacted the frontline team requesting to change or cancel the reservation, the agent shared the details of the charges and requested the traveler to contact the airline as the control of the ticket remains in the airline control. Upon contacting the airline, it was advised that the credit or refund is no longer available on the booking.

As a result we are unable to issue a refund of the booking. We understand that the resolution may not be as per the Mr. ****** expectation, however as a travel intermediary we are bound to adhere to the policies set by our partners.

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,
******* *****
Global Traveler Resolutions Team
Initial Complaint
Date:08/15/2025
Type:Product Issues
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 am requesting a refund of $1,700 for a trip I canceled through Expedia on August 2, 2024, over a month in advance of the scheduled dates (Sept 39, 2024, Secrets *************, Itinerary #**************). I was told ** receive a full refund within two weeks. After nearly four weeks passed, I called Expedia and was told the agent forgot to process the cancellation due to a system error and that it was now too late.I contacted **********, which issued a temporary credit. During the investigation, Expedia falsely told ***** that I canceled last minute, even though I canceled over 30 days in advance. Expedia also said they sent a refund confirmation email, but they sent it to the wrong email address. I only found this email when ***** forwarded it to me.Expedia then falsely claimed the bank was holding the refund which was confirmed untrue by three ***** **** and ***** who stated that neither holds funds from merchants. Despite this, Expedia continued to blame the bank and sent multiple misleading emails. Their agents were also rude and told me to stop calling.This situation has caused me serious emotional distress and wasted time. Im requesting a full $1,700 refund, plus $800 in damages for stress, negligence, and the lies I was repeatedly told. I have all the proof including the calls, email trail, and cancellation date and am also filing with the ***** BBB, FTC, and Small Claims Court if not resolved.
Business Response
Date: 08/19/2025
20 August 2025

Better Business Bureau
******, ****** & ******************
Complaint Department

RE: Expedia Case #********

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 package reservation.

Our records indicate that on August 6, 2024, the traveler made a package reservation for a trip from ******** to ******, departing on September 3, 2024, via ***************** at a flight cost of $245 USD. The return flight was scheduled for September 9, 2024, with JetBlue, costing $364.40 USD. The traveler booked accommodation at Secrets ****************** & Spa Resort Adults Only All Inclusive, with check-in on September 3 for a six-night stay, totaling $2,050.02 USD.

We understand that Ms. ******** is requesting a refund for the remaining amount of the hotel reservation.

Please accept our sincere apologies for any frustration the traveler may have experienced while trying to reach a resolution. We can confirm that a chargeback was filed on this reservation, which caused a delay in processing the refund from our end, as the chargeback case was ongoing. Now that the chargeback has been resolved, we have initiated a refund of $1,708.35 USD to the travelers card ending in **** 0731. The refund should reflect within 710 business days.

For future reference, we kindly recommend that travelers avoid filing a chargeback, as it may cause delays in reaching a resolution.

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,
******* ******
Global Traveler Resolutions Team
Initial Complaint
Date:08/10/2025
Type:Product Issues
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.
l used them for flights and in the past never had any issues. But I am disappointed with what is happening right now. I purchased a $723 one way flight for Aug 25th. I then looked into cancelling that flight in order to get an earlier one. There were plenty of similarly priced flights from the same airline displayed on the app. Although the flight was non refundable the screen read that I recieve a flight credit for the airline should I cancel, so I went ahead and cancelled the flight. So I go ahead and cancel it, and try to purchase a new flight that is similarly priced on the app, of which there were several displayed. I have trouble applying the $660 credit via the app, so I call the customer service. This man told me all the flights for that airline are well over $2000 even though I can clearly see with my own 2 eyes on the website and app several flights for around $700 like I paid the first time. He tells me the internet prices are out of date. I check the app and website in the followings days when the website and app should have been updated, and I still see plenty of flights for around $700. Since I can't apply the credit myself successfully on the app and pay for one on my own, I call again. Again this person is telling me the prices on the website are incorrect. Why? He tells me all the flights are 2k and up again even though i see no flights even within that range on the website. They are all around $700. They start dropping my calls on purpose. I call again and now they are saying I don't even have a airline credit and they can just take my $700 when the app clearly told me i would get a credit BEFORE I cancelled. I would not have cancelled had they not told me I would get a airline credit. That is a false statement to your customers and I demand a refund.
Business Response
Date: 08/16/2025
August 15, 2025

Better Business Bureau
******, ****** & ******************
Complaint Department

Expedia Case Reference - 16701615

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.****** **** (BBB case number ********) regarding the use of travel credits.
Our records indicate that on July 30, 2025, Ms. **** booked a flight reservation under itinerary number **************, departing from **********, **, **************
We are sorry for the experience Ms. **** had. Upon receiving this request, we conducted a thorough investigation and found that the pricing shared with Ms. **** for using her credits was in accordance with the ticket policy. The ticket purchased by Ms. **** was subject to specific rules and regulations that must be followed when applying credits. These policies are aligned with current fare rules, which initially allowed Ms. **** to receive credits. However, considering the circumstances and the experience Ms. **** encountered, we have processed a full refund of ****** USD, issued in two parts: ***** USD refunded by the airline
607.00 USD refunded by Expedia to the original form of payment ***** card ending in 0040)
Please note, it may take ********************************************** her account. Additionally, we have documented Ms. ***** experience and shared it with the relevant team to help prevent similar occurrences in the future.

We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
******* *****
Global Traveler Resolutions Team

Customer Answer
Date: 08/17/2025

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. I will be expecting my refund in 7-10 business as stated and if the funds are not received I will be filing a new complaint.

Sincerely,

****** ****
Initial Complaint
Date:08/05/2025
Type:Sales and Advertising Issues
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 booked a hotel through Cheaptickets. I was unable to keep my reservation because of a family emergency. No one was hospitalized so the hotel insurance I had taken out was of no good. I spoke with the Hotel today and they said that it is up to Cheaptickets/Expedia to refund my money not the hotel. The confirmation # is: Live by Loews - ************* now reviewing Expedia Itinerary number - **************. The Hotel alone was $177.21. This has been a very bad experience with unclear expectations. I just want the money refunded for the hotel.
Business Response
Date: 09/02/2025
While we're sorry to hear that the client may have had an issue with a purchase they made, this compliant has been directed to the ************************ We cannot assist with any travel related questions, concerns or issues. It is best to the client refer to their purchase receipt for any contact options or call call the customer support center for travel on **************.
Customer Answer
Date: 09/04/2025

Complaint: 23704643

I am rejecting this response because:
I have called the number and no one was willing/able to assist me. I even took out insurance on my hotel stay.
Sincerely,
-****
**** *****
Business Response
Date: 09/12/2025
The client will need to contact the customer support center for travel on **************. Our department only handles event ticket purchases with CheapTickets and we cannot assist with any travel related inquiries.
Customer Answer
Date: 09/17/2025

Complaint: 23704643

I am rejecting this response because:
When I call the # I am transferred to people that are not familiar with my situation. I request the company call me on my cell phone so we can resolve the issue.
Sincerely,

**** *****
Business Response
Date: 09/24/2025
September 25, 2025

Better Business Bureau
CheapTickets ******* & N.Illinois
Complaint Department

RE: CheapTickets Case Ref: - SF- 18921319.

Dear Better Business Bureau,
Thank you for taking the time to contact CheapTickets regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

CheapTickets is responding to the consumer complaint from Mr. **** ***** (BBB Case Number ********) regarding a refund request for a hotel booking as he cancelled the booking due to family emergency.

Upon investigation, we found the following details regarding Mr. ****** concerns:

On July 31, 2025, Mr. ***** booked a one-night stay at Live by Loews **************, with check-in on August 3, 2025.

We contacted the hotel to request a refund for Mr. ****** booking. However, the hotel denied the request in accordance with their policy, which states: "Cancellations or changes made after 4:00 PM local hotel time, Saturday, August 2, 2025, are subject to a hotel fee equal to 1 night(s) plus taxes and fees."

Unfortunately, this means a refund is not possible in this case.

We do understand Mr. ****** perspective and recognize that this outcome is not what he was hoping for.However, as Expedia functions as a third-party intermediary between travelers and service providers such as hotels and airlines, we are required to adhere to the rules and restrictions established by these providers.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any questions or concerns regarding this matter, please feel free to contact us and write to us the same email chain.

Regards,
******** ******* Shah
Global Traveler Resolutions Team
Customer Answer
Date: 09/25/2025

Complaint: 23704643

I am rejecting this response because: I took out insurance and was routed to different call centers when trying to inquire about a refund or a hotel credit.

Sincerely,

**** *****
Business Response
Date: 10/01/2025
October 01, 2025

Better Business Bureau
CheapTickets ******* & N.********
Complaint Department

RE: CheapTickets Case Ref: - SF- 18921319.

Dear Better Business Bureau,
Thank you for forwarding the consumer rebuttal from Mr. **** Lewis (BBB case number 23704643). We regret to hear Ms. ************** not accept our response and/or the resolution offered.

As previously communicated, the hotel has denied the refund in accordance with their policy. Unfortunately, this means that a refund is not possible in this case.

However, our records indicate that the traveler purchased the Stay Protection Plan with GENERALI. The traveler may contact Generali directly at **************, via email at **********************************************************************, or file a claim online at: *****************************************************.

We hope this information is helpful for him in pursuing his claim. Please let us know if he requires any further clarification.

Basis on our findings, we are sorry, we are not in a position to proceed further with this request and our position remains.

We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Regards,
******** ******* Shah
Global Traveler Resolutions Team

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