Complaints

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

close

Find a Location

CheapTickets.com has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  CheapTickets.com

  1111 Expedia Group Way W Seattle, WA 98119

  
• 

  CheapTickets.com

  500 W Madison St STE 1000 Chicago, IL 60661

• 

  CheapTickets.com

  200 S Wacker Dr Ste 1900 Chicago, IL 60606

• 

  Cheap Tickets Incorporated

  345 Spear St San Francisco, CA 94105

• 

  Cheap Tickets Inc

  10030 N. 25th Avenue Phoenix, AZ 85021

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:07/31/2025

  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 booked a flight on January 19, 2020, through Expedia (email: ********************** from ********* (YVR) to ****** (BOS) for traveler Lanfei *** The booking confirmation was sent directly by Expedia and included:- Expedia Itinerary Number: ************* - Airline Confirmation: K6O7YE (Air Canada) - Ticket Number: ************* - Price: $289.77 USD Recently, I contacted Expedia customer service via live chat to retrieve this itinerary for customs documentation purposes. The agent I was connected with was named Thotmaling.Despite providing the itinerary number, confirmation code, ticket number, and a screenshot of the Expedia-issued confirmation email, the agent repeatedly stated that the booking was made through a "partner" and that Expedia had no access to it. I was not told who the partner was, nor was I offered any option for escalation or alternative support. In fact, based on my memory, I do not believe this booking was made through any third-party partner. The confirmation email clearly came from Expedia, and all communications regarding the trip were handled only through Expedia directly.Additionally, I felt the tone of the agent, Thotmaling, was inappropriate for a customer service interaction. Phrases such as *****, you have to understand came across as dismissive and unhelpful, especially considering I was calm, respectful, and had already provided full documentation. I was simply asking for clarification or escalation, and his tone made the experience unnecessarily frustrating.I am requesting that:1. Expedia provide a copy of this itinerary or identify the responsible partner that processed the booking.2. Expedia review this support experience to ensure a more helpful and respectful approach is provided to future customers.I am submitting this complaint because Expedia issued this booking and confirmation, and I believe they should take reasonable responsibility in helping customers access records when needed.

  Business Response

  Date: 08/01/2025

  01 August 2025
  
  Better Business Bureau
  ******, ****** & ******************
  Complaints Department
  
  RE: Expedia Case 16149417
  
  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. ***** Lu's (22795351) regarding the flight reservation confirmed with us.
  
  Our records indicate that Ms. ** had confirmed a flight reservation with ********** for travel in 2020. We understand that Ms. ** is requesting a copy of the booking confirmation.
  
  Upon receiving the complaint, we have reviewed the booking details and found that the reservation in question is no longer accessible. Please note that data with reservations older than two years is automatically deleted.
  
  When Ms. ** connected with the frontline team; the agent was unable to access the reservation which led her to believe that the reservation was confirmed by a third party. We have shared the feedback with the agent. Additionally, we have added the booking confirmation of the booking along with the response.
  
  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,
  Rajat
  Global Traveler Resolutions Team

• Initial Complaint

  Date:07/30/2025

  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 booked two reservations through Expedia for a family trip to ********* from July 2427, 2025: one prepaid for myself, and a Pay at Property reservation for my elderly parents under my name (Itinerary #: **************). On July 24, 2025 the day of check-in I was informed by ********************* that my parents reservation had been canceled earlier that day due to a payment issue. Expedia never contacted me by phone, text, or app alert. If an email was sent, it was not marked urgent and wasnt seen in ******* a result, my elderly parents were displaced during a peak travel weekend, with inflated hotel rates due to a major concert. Expedia provided no support, no relocation, and no compensation. Due to this failure, our family was forced to stay separately, which caused severe stress and emotional hardship. I also had to pay out of pocket for a one-night stay to ensure my parents werent left without lodging.This is part of a larger pattern. My sister, ****** ***** (BBB Complaint #: ********), had a separate Expedia Pay at Property reservation at the same hotel for the same dates. She is medically disabled and was traveling with her 7-year-old autistic son. Her reservation was also canceled last minute, despite Expedia confirming she could update her payment at check-in. She too received no help.These two failures demonstrate a pattern of Expedia confirming reservations it cant honor and abandoning vulnerable travelers.

  Business Response

  Date: 07/30/2025

  30 July 2025
  
  Better Business Bureau
  ******, ****** & ******************
  Complaints Department
  
  RE: Expedia Case 16063805
  
  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. ****** Smith's (23674304) regarding the cancellation of the hotel reservation confirmed.
  
  Our records indicate that Ms. ***** had confirmed a hotel reservation with *********** ********* checking in on 24 July for 3 nights. We understand that Ms. ***** had stated that he was not compensated for the cancellation.
  
  Upon receiving the complaint, we found that the reservation was confirmed under a ******************* where the property charges the guest directly. Further investigation revealed that the reservation was cancelled by the property as they were unable to validate the credit card used for confirmation. Additionally, the property's stated policies indicate that they reserve the right to pre-authorize the guests credit card prior to arrival.
  
  Validation of the credit card used to confirm the reservation is required to secure the booking. If the card cannot be validated, the property may cancel the reservation to reopen availability for other travelers. This measure is taken to protect the integrity of the business. Property also advised us that a notification was sent asking for an alternate credit card.
  
  Please note that for "Pay Later" reservations, the property reserves the right to verify credit card details, as they are responsible for charging the guest directly. In this case, we regret to inform you that we are unable to offer any compensation.
  
  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,
  Rajat
  Global Traveler Resolutions Team

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23674304
  
  I am rejecting this response because:

  I reject Expedias response in full. The cancellation of my confirmed Pay at Property reservation at ********************* for July 2427, 2025, was mishandled, misrepresented, and never properly communicated.
  
  
  Expedias own booking policy stated that the last day to cancel was July 21, 2025, after which it became nonrefundable. Yet the property canceled on July 24, with an email sent only on July ******************************************************** time, and there was no call or urgent notice. My sister ****** *****, who had a parallel reservation for the same travel party, saw the email and called Expedia on July 23. She was told payment could not be updated through Expedia and the hotel must process it. ***** then refused, stating Expedia controlled the reservation. There was no valid path to resolve it.
  
  
  ****** and I were both displaced with our family, including an autistic child and elderly parents, during a peak travel weekend. Expedia ultimately compensated ****** $300 for this identical failure but now denies any responsibility in my case. This is inconsistent and discriminatory.
  
  
  Expedia advertised this as a Pay at Property reservation but failed to allow us to do exactly that. This contradicts FTC Act 5, which prohibits deceptive business practices. Expedia failed to provide a reasonable opportunity to cure, ignored ADA ************* and showed clear procedural negligence.
  
  
  I request equal compensation of at least $300. If this is not resolved, I am prepared to escalate to the **** CFPB, ********, and media outlets if necessary.

  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:07/29/2025

  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.

  In April 2025, I booked a 3-night Pay at Property reservation at ********************* through Expedia (Confirmation #: 150686RA003047 / Itinerary #: **************) for July 2427, 2025. On July 23, Expedia confirmed in writing that I could update my payment method at check-in and referenced a ***** employee named **** who had allegedly approved it. The total was $594.12 and clearly labeled Pay at Property.On July 23, I received a message from ***** stating there was a problem with the payment method and that I needed to update it within 24 hours. This was confusing since the booking was not prepaid. I called both Expedia and Hyatt several times that day. ***** claimed only Expedia could change the card on file and warned against booking through third parties. Expedia said they could not update the payment method and that I should pay at the hotel as originally arranged. Neither company accepted responsibility or resolved the issue.On July 24, I arrived at ********************* around 6:30 PM with my autistic child and while managing my own disability. ***** informed me the reservation had been canceled. When I referenced ****, staff stated there was no one by that name at the property. They said only one night was available for July 24 and that I would need to find accommodations elsewhere for the remaining two nights.This occurred during a high-demand weekend due to the Beyonc concert, forcing my family to scramble for last-minute lodging. I called Expedia from the hotel lobby. Agent **** acknowledged prior conversations but laughed when I said I would file a complaint. We were displaced despite having a confirmed reservation and written assurances.

  Business Response

  Date: 07/29/2025

  30. July. 2025
  
  Better Business Bureau
  
  ******, ****** & ******************
  
  RE: ************************ 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 the hotel reservation at *********************. Our records show that ****** ***** booked a reservation for July 24. However, upon arrival, the hotel denied check-in, stating that the booking was canceled at their end due to invalid card details.
  
  Were sorry for the trouble this has caused. Please note that the booking was made under the Pay Later option, which means Expedia did not process or manage the payment as it is handled directly by the hotel. While Expedia allows flexibility in using various card types, the hotel reported an issue with the card details and, and due to system limitations, payment details on a confirmed booking cannot be changed. Since the hotel may have attempted to charge the card on their end, our frontline team reviewed the situation and communicated the booking details to ****** *****. Unfortunately, the hotel only offered accommodation for one night and could not honor the 3-night stay due to lack of availability.
  
  As a gesture of goodwill, we have credited $300 USD to the **** card ending in XXXX-6741. There were no issues processing the refund on the card, and the amount should be reflected in the account within 7 to 10 business days.
  Additionally, we have added 100 One Key Cash to ****** ***** s Expedia account. The details on One Key Cash can be found here: *********************************************************************************************************** we will not be able to compensate any further. Please note we have taken the pay card issue feedback sincerely mentioned by ****** ***** and will be working internally. Please we have reviewed the details thoroughly and I regret to inform that we will not be able to compensate any further.
  
  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

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23668412
  
  I am rejecting this response because:

  I appreciate the partial refund and Expedias acknowledgment of the situation. However, I do not accept this as full resolution. This trip involved a confirmed booking, a disabled child with autism, and myself with a documented medical disability. Both Expedia and the hotel gave conflicting payment instructions prior to travel, causing my family to be displaced during a high-demand travel weekend in ********* with limited accommodations.
  
  
  I was assured by Expedia that the card could be updated at the hotel. That turned out to be false, and ***** then stated there was no one named **** at their location, contradicting what Expedia told me via email. We had no choice but to pay out-of-pocket for one night and scramble for lodging for the remaining nightsthis created hardship, expense, and emotional stress for our family.
  
  
  I am requesting additional compensation reflecting the full inconvenience and actual financial burden. The 100 One Key Cash is insufficient, and the $300 refund does not cover the new booking and emergency expenses. I am also considering escalating this through state consumer protection authorities and the media, especially as the BBB complaint is now a public record.
  
  
  Please reconsider a more appropriate resolution.

  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:07/17/2025

  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 booked a rental car through Expedia with Payless Car Rental at *********** for 1:00 AM. Your site showed the location was open. Based on that, I spent money on a rideshare to get there only to find the rental counter closed and no cars available.Why is Expedia allowing bookings for locations that arent open and have no inventory? Why send travelers to a closed location in the middle of the night?I called Expedia support and waited nearly an hour, only to be told what I already discovered the location was closed. I was issued a refund (which takes 710 business days) and $75 in One Key credit, which isnt real compensation and only usable on your site.Let me be clear:My time was ********* money was wasted.I was stranded at the airport.I missed the chance to say goodbye to a dying family member a moment Ill never get back.This wasnt a small error it was a complete failure during a critical time in my life. The agent framed the refund as compensation, but that was money I was owed for a service you failed to ********** requesting:1.Immediate full refund.2.Reimbursement for transportation (Uber).3.A written apology acknowledging the damage caused.4.Real financial compensation for time, stress, and loss.This experience was deeply upsetting and completely unacceptable.Expedia failed me during a critical moment in my life. I expect you to take this seriously.

  Business Response

  Date: 07/17/2025

  17 July 2025,
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  Re: ************************ case #********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact ************************ regarding an issue with our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  ************************ is responding to the consumer complaint from Ms. ****** ********** (BBB case number ********) regarding the car rental booking under the said itinerary **************.   
  
  
  According to our records, Ms. ****** booked a 5-day car rental from July 17 to July 22, 2025.
  

  After reviewing the reservation, we can confirm that a full refund of ****** USD was issued to Ms. ******* original payment method ending in XXXX-1002 on July 17, 2025. The refund should reflect in her account within 710 business days. This refund was processed because the service she paid for a rental vehicle was not provided.
  
  In addition, to acknowledge the trouble caused, our frontline team issued ***** USD worth of OneKeyCash to Ms. ******* Expedia account. This can be used toward any future bookings made through Expedia.
  
  While we understand that this compensation may not fully address all of the issues raised, we want to reassure Ms. ****** that we are committed to doing what we can within our scope. Expedia operates as an intermediary between travelers and service providers and must adhere to the suppliers policies. However, recognizing that the vehicle was never received and in the spirit of making things right, weve added an additional ***** USD worth of OneKeyCash to her account, bringing the total to ****** USD worth of OneKeyCash.
  
  At this time, we believe we have provided the best possible resolution within our authority. We regret that we are unable to offer further compensation.
  
  For more details on how to use OneKeyCash and its terms and conditions, please refer to the following link: ************************************************** .
  
  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: 07/18/2025

   
  Complaint: 23612770
  
  I am rejecting this response because the one key credit to my added to my account isnt accepted at any rental car companies except for the ones at the airlpoet. Every car at the airport was sold out, so the non usuable credit is just sitting in a the account. I was stranded and the one key credit again didnt help with that. I utilize my own monies to **** to and from the airport after they sent me there thinking Payless was open and my reservation was secure. ** now having to wait for a refund to post back to my card. In the interim of this I had to wait additional hours for a local company to open and i paid my money not their credit. Again their credit is useless, I still ended up having to spend my money. You will see I paid $381.99 using my card. This company left me stranded at the airport at 2:30am. I waited at the airport on the line with Expedia as they called Payless rental car only to find out they werent open. They have my money til this very hour. 7-10 business days because of their error. Their credit again is useless if it cant be applied to the service I initially needed. The *** tried to say we are refunding your Payless rental car as a courtesy, thats not a courtesy you said you had a service and I paid and Expedia couldnt render those services, therefore its normal that a refund process would be initialed. I rented a car from enterprise on my own using my own monies. Ps ** not a Ms. ** a male and my name is ****** **********. The person responding kept using she and Ms. 
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair 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.

  Expedia hires operators from out of the country. I booked flights with Expedia I needed to change the flight the representative was from ***** he got me on a new flight charge cancellation fees that I asume he kept then informed me my initial payment for my canceled flight would be refunded. Flight was not refunded. The people Expedia is hiring out of the country are doing fraud on customers. And ******************** has no one in ***************** to help salve this problem

  Business Response

  Date: 07/02/2025

  July 02, 2025,
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  RE: Expedia reference number: 14531078
  
  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.
  
  We understand that Mr. ******* ******** was charged the cancellation fee but never received the refund for the his flight itinerary.
  
  To investigate Mr. ******* ******** claim further, we request him to share the booking details (Itinerary Number and its associated email and contact number) with us.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. Please get in touch with us if you have any further questions or concerns.
  
  Sincerely,
  ******** ******
  Global Traveler Resolutions Team 
  

  Customer Answer

  Date: 07/02/2025

   
  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.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:06/25/2025

  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 purchased their trip protection, and got automatically denied dispite my flight being delayed multiple times because if the airline doesnt give me a reason my flight was denied it isnt covered and they cover such niche things like jury duty and acts of terrorism (which i mentioned about the riots in **) and they just ignored me i want a refund for my ticket AND for the travel insurance ($364.95 and $1.234)

  Business Response

  Date: 06/27/2025

  June 27, 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 return trip as combined one-way fare to ******** from ******* with departure on a *************** flight on April 07 and return with a ************** flight on May ******* under the itinerary number **************. We understand that the traveler is looking for a refund or compensation of the flight and insurance booked.
  
  Upon further research we found that both flight are in flown status.Upon checking with the airline, they confirmed that the tickets have been used.The policies of the insurance are defined by the insurance provider we as an intermediary are bound to abide by them.
  
  While we understand the expectation Mr. ***** has but we are unable to issue a refund on the booking.
  
  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

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23519865
  
  I am rejecting this response because: your insurance covers nothing dispite advertising it covers all delays I was delayed 4 times for 3+ hours
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:06/25/2025

  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.

  I am filing a complaint regarding an unresolved refund for an unsafe hotel stay (Sonesta Simply Suites, itinerary #**************). I was forced to vacate due to visible mold and documented health concerns. Despite submitting a formal letter, doctor's note, and all receipts, Expedia has stalled the process, sent me in circles on the phone, transferred me to unrelated third-party numbers, and failed to respond meaningfully to multiple email follow-ups. I am seeking a full refund of $662.87 for the Sonesta stay and additional compensation ($1,461.05) for the *********** costs I was forced to incur. This experience has involved over 10 hours of unnecessary work over 10 days and repeated mishandling by Expedia support teams.

  Business Response

  Date: 07/11/2025

  July 11, 2025
  Better Business Bureau
  Expedia-******, ****** & ******************
  Complaint Department
  
  RE: BBB # ********/ Expedia case 14203358
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia regarding a customer received from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Expedia is responding to a consumer complaint received from Mrs. *** ***** (BBB# ********)related to a refund of a hotel reservation booked with Sonesta Simply Suites ********************* because she was forced to vacate due to visible mold and documented health concerns.
  
  We are sorry to hear about the experience Mrs. ***** had during their visit to Sonesta Simply Suites *********************. We understand she contacted our frontline and informed us she was provided with a different room, but the issue persists due to which she had to book another reservation at a higher price.
  
  Weve reviewed the case and noted down this incident. Weve shared the feedback internally to avoid similar situation for future travelers.We want to inform that a full refund of the reservation in the amount of USD ****** is processed by our frontline to the card ending with 9866. Because of the hassle Mrs. ***** had to go through, we have also refunded the price difference for the new reservation she booked herself in the amount of USD ****** to the same card. The original booking refund should be reflected in the account now.The refund of the price difference will be reflected in her account within 7-10 business days.
  
  If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  ***** *******
  Global *******************************************************

  Customer Answer

  Date: 07/13/2025

   
  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.
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:06/25/2025

  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.

  Due to a glitch the app kept adding *** to my daughter's name. We tried to fix it and it did say saved but when the ticket printed *** was on there Sereensue **** *********. Her name is ****** **** Takieddin. The airlines couldn't even fix it. They called I called and expedia couldn't help. Expedia said to cancel the ticket rebuy it at the airport and expedia would refund the 360 to the method of payment. This was done and then expedia refused to refund the money. There are even notes in expedia where they spoke to the airlines at length. No one at the airport had ever seen this issue where they couldn't even fix it. I have provided proof of purchase and used boarding passes as expedia says Sereen was a no show. Sereen was there she flew. They made an error and I need it fixed please. I have also provided a photo of proof that I paid for the new ticket. We and the airlines did as they were told to do by an expedia employee.

  Business Response

  Date: 06/26/2025

  26 June 2025,
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  Re: ************************ case # ********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact ************************ regarding an issue with our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  ************************ is responding to the consumer complaint from Ms. ******* ********* (BBB case number ********) regarding the flight booking refund under the said itinerary 73104028166456.
  
  According to our booking records, Ms. ******* made a one-way flight reservation from ***** to ***** for May 13, 2025.
  
  Upon reviewing the details, we found that the passenger information provided during the booking process, including the middle name ***** for Ms. ******** daughter. As a result, the name on the ticket was listed as Sereen *** *********.
  
  However, we contacted the airline on Ms. ******** behalf to request a refund due to the booking error. Unfortunately, the airline declined the request in accordance with their policy.
  
  We are sorry that we were unable to fulfill Ms. ******** request. Please note that Expedia acts as an intermediary between travelers and service providers, and we are bound by the policies set by our airline partners.
  
  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: 06/26/2025

   
  Complaint: 23515938
  
  I am rejecting this response because:

  It isn't true. ************** did as instructed by expedia. The expedia system kept inserting *** into my daughter's name. I had bought 2 tickets with expedia but my daughter could not use hers due to expedia's error. Please see ALL complaints online with other people who had the same issue. Expedia is committing fraud by not honoring what they tell people to do to fix their error. Expedia stated to cancel the ticket abd they would credit the money back for her ticket in the amount of $360 to the original payment. I had to buy her a new ticket in cash si she could fly. This is expedia's error. I would urge people NOT TO USE THIS COMPANY so they do not resolve their errors and cost you more in the end. Not only has this cost my more money they have cost me my credit rating. I will not pay for their mistake. I have proven everything abd if they listen too all the phone calls they will see we all did as instructed. First expedia tried to say she was a no show and I proved she was there and flew. I proved I had to buy a new ticket now they have a new lie.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:06/19/2025

  Type:Billing 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.

  In the past 24 hours I had 2 reservations through Expedia where they collected addtional fee but did NOT communicate that to the ************************ and Airline)!! In the case of the airline, Expedia charged me $49 dollars for a Seat Selection on ****************. However, when I tried to Confirm by Booking the Airlines was charging me yet another FEE claiming they never recieved the payment from Expedia!!Bottom ls that I am under the impression that Expedia is charging customers a FEE without communicating the details of it to the service provider. In fact, in the case of Hotel, despite the fact that I had PAID for breakfast, there was no reflection of such a payment on the receipt that Expedia generated! This is clearly misleading and deceptive practices that I am convinced Expedia should be forced to discontiue.

  Business Response

  Date: 06/22/2025

  June 22, 2025
  Better Business Bureau
  Expedia- ******, ****** & ******************
  Complaint Department
  
  RE: Expedia Case ******** / BBB #********
  
  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 seat charges he had to pay to the airline and hotel reservation for which he was unable to get the receipt of the breakfast charges.
  
  Weve reviewed the case and want to inform that the flight reservation booked with ****************, doesnt have paid seats. According to the records and the booking confirmation sent to *** ******, it was informed that the seats were not selected, due to which he had to pay directly to the airline.Moreover, the breakfast is also not added to the hotel reservation booked with Ramada by Wyndham Istanbul Alibeykoy, however, *** ****** has already cancelled the reservation and a full refund is provided to him to the card ending with 5530. He can expect the amount to reflect in his account within 7-10 business days.
  
  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.
  
  Regards,
  ***** *******
  Global Traveler Resolutions Team
  Expedia Group
  

• Initial Complaint

  Date:06/17/2025

  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.

  Booking ref XXXX. Transaction 28 Jul 2023 (ticket CAD 1 ******) WPG-IST return 9-Nov-2023 via **** LYS.Problem: Expedia gave no notice that LYS lacks an international-transit zone and therefore misrepresewnted information i.e. they sold me transfer ticket where there was no transfer zone. I was denied boarding on 9-Nov-2023 and had to buy a new ticket and pay hotel/food. Extra costs: flight CAD 1 ******, hotel ******, meals *****. Total loss CAD 1 ******.Actions taken (within last 12 months) 8-Dec-2024 ? Feb-2025 multiple chats/e-mails, no remedy. 21-Mar-2025 sent tracked Notice of Arbitration to Expedia Legal (1111 Expedia **************************) under Canadian ToS 15. No acknowledgement. 10-Jun-2025 ******************************** opened Case *********; invoiced CAD 565 filing fee. 17-Jun-2025 Expedia chat agent refused to escalate; ended chat (transcript attached).Policy ignored: ToS 15 says Expedia will reimburse the *** filing fee and pay arbitrator costs for claims < $10 000. My claim is CAD 1 ****** yet Expedia remains silent.Resolution sought (17 Jun 2025)Reimburse CAD 1 ****** travel **********/reimburse CAD 565 *** filing fee.Confirm receipt of my 21-Mar-2025 arbitration notice and provide a legal contact e-mail.Supporting documents (courier proof, ToS excerpt, *** invoice, chat transcript) available upon request.

  Business Response

  Date: 06/19/2025

  June 19, 2025,
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  RE: Expedia reference number: 13738077
  
  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.
  
  We understand that Mr. ***** ***** Ghazani a full refund for his flight itinerary, because he was denied boarding due to a transit **** issue. He claims that Expedia never informed him about the transit **** requirements.
  
  Our records indicate that Mr. ***** booked a round-trip flight reservation with **********. The departure was scheduled on September 26, 2023, from ********, **, ******, to ********, ******, and return on November 09, 2023.
  
  Upon reviewing our records, we noted that during previous interactions, our support team provided detailed guidance regarding **** requirements. As outlined in the "Passport and ***** section of our Terms and Conditions, we consistently advise our travelers to consult with the respective Embassy or Consulate to obtain the most accurate and up-to-date information for their specific needs. A link was mentioned in the booking confirmation email under ***** and Passport page" to access more information regarding the necessary travel documents. 
  
  Please understand that Expedia functions solely as a travel agency, and our role is to facilitate travel-related services. As such, we are not in a position to expand our support beyond the travel services provided, nor can we modify or extend the **** guidance that has been clearly communicated previously.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. Please get in touch with us if you have any further questions or concerns.
  
  Sincerely,
  ******** ******
  Global Traveler Resolutions Team 
  

  Customer Answer

  Date: 06/19/2025

   
  Complaint: 23480800
  
  I am rejecting this response because:

  
  1 I understand Schengen rules; the problem is Expedia committed a material omission
  As an Iranian passport-holder with a valid Canadian temporary-resident ***** I qualified for the airport-transit-**** (ATV) exemption listed on ******* official site (****************************************************). As I was able transite via *****-CDG the very next night without issue. Expedia committed a material omission by failing to disclose the fact that LyonSaint Exupry Airport has no sterile international-transit area, so all connecting passengers must clear immigration and therefore need a full Schengen ****. Expedias booking flow and confirmation never flagged this, whereas Skyscanner, Kayak, and ****** Flights display a prominent self-transfer / **** may be required alert for the identical itinerary (please see the attached doc).
  2 Misrepresentation of essential information
  A generic check **** requirements link cannot replace a real-time warning that a connection forces entry into the Schengen Area. Omitting that alert misrepresented a material travel condition and directly caused my CAD ******** loss.
  
  3 Repeatedbut unansweredattempts to resolve
  8 Dec 2024 initial chat requesting assistance and a legal contact.
  Dec 2024 ? Feb 2025 escalation team eventually supplied ************************************************ I e-mailed my claim on 8 Jan 2025 no reply to date.
  21 Mar 2025 after 60 days with no response (per ToS 15) I couriered a Notice of Arbitration to Expedia Legal: Arbitration Claim Manager, 1111 Expedia ***************************** no acknowledgement.
  17 Jun 2025 *********** agent refused to escalate, advised me to check with local authorities, and asked me to close the chat.
  
  4 Binding arbitration & Expedias fee-shifting obligation
  Expedias Canadian Terms of Service ***** 21 Mar 2025) state:
  If your total Claims seek less than $10,000, we will reimburse you for filing fees you pay to the *** and will pay the arbitrators fees
  My claim is CAD ******** (< $10 000). The ******************************** (***) accepted the case on 10 Jun 2025 and invoiced a CAD 565 filing fee. Expedia has neither paid nor agreed to reimburse this fee, contrary to its own contract.
  
  Requested BBB assistance
  Confirm Expedias acceptance of arbitration and its obligation to cover the *** filing and arbitrator fees.
  Facilitate direct contact between Expedias Global Traveler Resolutions Team and the *** so proceedings can advance without delay.
  
  Supporting documentation
  I have already provided the following attachments with my BBB submission:
  Booking confirmation e-mail (no Lyon warning)
  Screenshots from Skyscanner/Kayak/****** Flights showing self-transfer / **** alerts
  Courier proof of 21 Mar 2025 mailing
  Chat transcripts (Dec 2024 ? Jun 2025)
  *** invoice and the relevant ToS 15 excerpt
  Thank you for your continued assistance.
  Respectfully,
  ***** ***** Ghazani
  

  Business Response

  Date: 06/27/2025

  June 19, 2025,
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  RE: Expedia reference number: 13738077
  
  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.
  
  We understand that Mr. ***** ***** Ghazani a full refund for his flight itinerary, because he was denied boarding due to a transit **** issue. He claims that Expedia never informed him about the transit **** requirements.
  
  Our records indicate that Mr. ***** booked a round-trip flight reservation with **********. The departure was scheduled on September 26, 2023, from ********, **, ******, to ********, ******, and return on November 09, 2023.
  
  As previously communicated, our support team provided detailed guidance on **** requirements, and our Passport and **** Terms and Conditions clearly advise all travelers to verify entry criteria directly with the relevant Embassy or Consulate.
  
  Following a thorough review of your claim in accordance with Expedia Group's policies and procedures, we regret to inform you that we are unable to proceed further with your claim for the specified booking. Our position on this matter has been clearly communicated and remains unchanged.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. Please get in touch with us if you have any further questions or concerns.
  
  Sincerely,
  ******** ******
  Global Traveler Resolutions Team
  

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23480800
  
  I am rejecting this response because: ore issue remains undisputed
  As already mention, ***************** (LYS) has no sterile transit zone; every connecting passenger must clear French immigration. Expedias checkout flow and confirmation e-mail never disclosed this fact, whereas rival OTAs display a red self-transfer / **** may be required banner for the identical itinerary.
  That omissionnot a generic check the embassy linkcaused my denied boarding and CAD 1 ****** in losses.
  
  2 Expedia still ignores its own arbitration clause (15)
  Section 15 of the Canadian Terms of Service ***** 21 Mar 2025) promises:
  If your total Claims seek less than $10 000, we will reimburse you for filing fees you pay to the *** and will pay the arbitrators fees
  My claim is under $2 000, yet Expedia has neither acknowledged my 21 Mar 2025 Notice of Arbitration nor agreed to pay the CAD 565 ******************************** (***) filing fee.
  
  3 *** confirms Expedia is unreachable
  The ***s Director of ************ wrote to me on 19 June 2025:
  Like you, the *** has not been able to reach anyone at Expedia who is willing to acknowledge receipt of your Notice of Arbitration We do not have a reliable contact at Expedia, and there is no indication that Expedia will pay the filing fee directly.
  If Expedia does not turn up you will be required to pay all fees associated with the arbitration several thousand dollars Even if you are successful, you would still need to enforce the award against Expedia.
  *** further notes that Expedia added the *** clause without consulting them. (Full e-mail in BBB file.)
  
  4 Good-faith efforts exhausted
  08 Dec 2024 ? Feb 2025: repeated chats; escalation team supplied ************************************************ my 08 Jan 2025 e-mail remains unanswered.
  21 Mar 2025: tracked Notice of Arbitration sent to ******* addressno acknowledgement.
  17 Jun 2025: Help-Centre agent refused escalation and asked me to end the chat.
  
  5 Resolution requested
  Reimburse CAD 1 ****** consequential losses.
  Pay/reimburse CAD 565 *** filing fee as contractually required.
  Provide a legal contact and written acknowledgement of my arbitration notice so proceedings can begin.
  
  Attachments already supplied to BBB:
  Booking confirmation (no lack of transfer zone warning)
  Screenshots from *********************** Flights showing self-transfer / **** alerts
  Courier proof (21 Mar 2025)
  Chat transcripts (Dec 2024 ? Jun 2025)
  *** invoice, ToS 15 excerpt, and *** letter from *** ****
  Expedias latest response does not resolve these points and is therefore not acceptable. I respectfully ask BBB to keep the complaint open and press Expedia to honour its contractual obligations.
  
  Sincerely,
  
  ***** ***** Ghazani