Business Profile

Travel Agency

Expedia.ca

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Complaints

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

Customer Complaints Summary

560 total complaints in the last 3 years.
193 complaints closed in the last 12 months.

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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:07/11/2025
Type:Sales and Advertising 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 booked through Expedia.ca a room for 6 days. I paid in full on June 19, 2025. I paid $640.13 canadian dollars to Expedia. I requested my money back for these reasons:I notified the Hotel that I was arriving late due to a flight delay. They acknowledged my late check in and gave me check in instructions. The hotel also requested a $200 US dollars deposit for incidentals. I also paid the deposit. Upon arrival around 11 PM at *************** (*****************), upon check in the guest (my son) discovered that the room we had paid for in full had been given to someone else. Despite numerous calls and messages, the property manager did not respond that evening. We were left with no choice but to find last-minute accommodation elsewhere for the night. This was a six-night, prepaid stay, and to reassign our reserved room without permission or notice is completely unacceptable.The next day, the property manager finally replied and acknowledged the mistake, even offering a full refund verbally, pending camera verification. However, no refund followed. Instead, they attempted to relocate us to a different neighborhood (**********************************), which was not acceptable due to the location and not what we booked or paid for. We declined that offer and reaffirmed our request for a refund. The facts remain:The late arrival was clearly communicated and acknowledged.The room we paid for was not made available upon arrival.A completely different property was offered as a replacement far from the location.A full refund was verbally agreed to and then ignored.Given the duration of the stay, the amount paid, and the clear mishandling of the reservation, I respectfully requested Expedia to step in and resolve this matter with a full refund. Expedia denied the refund.
Business Response
Date: 07/17/2025
16 July 2025

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

RE: ************************ Case 15348077

Dear Better Business Bureau,

Thank you for contacting ************************ regarding the concerns raised by our customer. We appreciate the opportunity to address the issue and respond to the Better Business Bureau (BBB) on this matter.

************************ is responding to the consumer complaint from ***** ******** ******** , under itinerary number , regarding a prepaid hotel reservation made through Expedia.ca.

According to our records ***** had a reservation with us under the itinerary number ************** from 26th June to 02nd July 2025 for which she is requesting a refund for the reservation as she was not provided with the correct room type booked.

Upon investigation, we made multiple attempts to contact the property to request a waiver for the reservation. However, the property adhered strictly to the terms and conditions and declined to offer any exceptions.
In recognition of the inconvenience and issues ***** faced, our frontline team added 250 CAD worth of loyalty points to her Expedia account. Additionally, as a one-time exception, we have processed a ***************************************** 7290.

The refunded amount should reflect on the card within 710 business days. We have also shared this case with our frontline team to help prevent similar situations in the future.

Thank you for allowing us the opportunity to address this matter. Should you require any further information, please do not hesitate to contact us.

Sincerely,
Sahib S
Global Traveler Resolutions Team
Customer Answer
Date: 07/17/2025

Complaint: 23583898

I am rejecting this response because:

I paid to Expedia in full $640.13.To make matters worse, the Hotel property collected a $200 incidental deposit, which has still not been returned. We were forced to scramble and find alternative accommodations at the last minute, incurring additional, unplanned expenses. This is not the experience I expected from booking through Expedia. One of the main reasons I chose the Expedia platform was for the reliability book, pay, and stay. That certainty was lost the moment we arrived to find someone else in our room. In order to get my check in information I paid to the hotel $200 US dlls that have not been return to me. Please provide an update regarding the $200 deposit. It seams to me that Expedia is accepting hotels that are stealing to their clients.
Also Expedia did not add to my Expedia account 250 dlls, find attached the screenshot of my account. I have gone through many inconveniences including booking in another hotel and transportation.
Expedia need to refund the whole amount $640.13 plus the 250 gratification Expedia coupon. It is the ethical course of action in this situation. I look forward to a resolution

Sincerely,

***** ***** Sandoval ******
Business Response
Date: 08/01/2025
01 August 2025

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

RE: ************************ Case 15348077

Dear Better Business Bureau,

Thank you for forwarding the consumer rebuttal from ***** ******** ********. We regret to hear ***** did not accept our resolution offered.
We have reviewed the documentation she provided to further address her concerns.

Thank you for your detailed response. We sincerely regret the hassle ****** experienced during your stay and appreciate the opportunity to address your concerns further. Regarding the $200 incidental deposit paid directly to the hotel, please note that this deposit is charged and held by the property independently of Expedia. As such, we recommend contacting the hotel directly to resolve the return of these funds, as we do not have control over such charges.

In response to your concern about the loyalty points, we have reviewed your account and can confirm that the *************************************************************************** your Expedia rewards balance. Please check your account again, and if you continue to have difficulties locating the points, we will be happy to assist further.

With respect to her request for a full refund of $640.13, as previously mentioned, extensive efforts were made to secure a waiver from the hotel, which unfortunately was declined as the property adhered to its terms and conditions. In recognition of the issues she faced, we processed a goodwill refund of *********************************** 7290 as a one-time exception, in addition to the loyalty points.
We understand frustration and value loyalty. However, considering the circumstances, we must respectfully decline the request for an additional refund beyond the amount

Thank you for allowing us the opportunity to address this matter. Should you require any further information, please do not hesitate to contact us.

Sincerely,
Sahib S
Global Traveler Resolutions Team
Customer Answer
Date: 08/02/2025

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,

***** ***** Sandoval ******
Initial Complaint
Date:07/08/2025
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 rented a midsize or similar SUV through Expedia.ca from *******. Payless gave me a compact and they both refuse to give me a partial refund for not giving me something similar to what I paid. They gave me something smaller than what I paid for.
Business Response
Date: 07/09/2025
9th Jul 2025

Better Business Bureau
**** - Mid-Western and ************
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 Ms. **** ******* (BBB case number ********) regarding a car rental refund.

Upon further research, we are unable to locate an Expedia account related to Ms. *********************** We respectfully request that Ms. ******************** us with the email address used to book the reservation, and the itinerary number. The requested information will enable us to appropriately address Ms. *********************************** you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
****** ****
Global Traveler Resolutions Team
Customer Answer
Date: 07/09/2025

Complaint: 23572068

I am rejecting this response because:
I am just adding what was requested. Itinerary 73129048009883.
I have not included the email used as the information provided noted not to included any personal information. Once I receive information informing me my email will be safe, I will provide it.

Sincerely,

**** *******
Business Response
Date: 07/16/2025
17th Jul 2025

Better Business Bureau
**** - Mid-Western and ************
Complaint Department

RE: Expedia Case # 14905253

Dear Better Business Bureau,

Expedia is responding to the consumer complaint from Ms. **** ******* (BBB case number ********) regarding a car rental refund.

Im sorry to hear about your experience. I have checked with the vendor, and they have confirmed that a Midsize SUV was provided, which matches the vehicle type you originally booked.

As a gesture of goodwill, I have added a CAD 50 coupon to your account. This coupon is valid until 31st August 2026 and can be used on a future booking.

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.

Sincerely,
****** ****
Global Traveler Resolutions Team
Customer Answer
Date: 07/20/2025

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:07/07/2025
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 hotel through Expedias platform based on its listing and brand reputation. Upon arrival, I found the room to be in hazardous condition: strong odors of cigarettes and drugs, blood stains around the toilet, a filthy bathroom, and cockroach infestation. These conditions were unfit for human occupancy and posed a direct health risk. I submitted detailed photo and video evidence to Expedia.Despite reporting this immediately, over a week has passed with no meaningful response or refund. Expedias listing misrepresented the property, and I should not be forced to resolve this with the hotel directly, as my contract was with Expedia.I am requesting a full refund for the night in question and compensation for the health issues and emotional distress caused.If not resolved, I intend to pursue further legal and regulatory action.
Business Response
Date: 07/10/2025
July 10, 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 a hotel booking.

As per our findings, the booking was made with hotel Travelodge by ***************************;on 28th Jun 2025 for 3 nights amounting to 230.67 CAD under the reference number **************.

We are sorry to hear about the issues Ms. ******* encountered during the stay.

Our findings indicate that the traveler had reached out to our team earlier regarding a similar concern. Considering the issues raised, we engaged with the hotel team to discuss the possibility of a waiver for the booking.
Following our conversation, the hotel approved a refund for two nights of the stay, as a gesture to help compensate for the guests unfortunate experience.
Hence, we would like to inform that that the refund of ****** CAD was already processed from our end on 29 Jun 2025 in the **** card ending XXXX-9243. The refund has been successfully completed under the transaction reference number
74099865180000618577089.

Thus, we regret to inform Ms. ***************** won't be able to offer any further refund regarding the booking as bound by the hotel policies.
Moreover, we have shared the travelers valuable feedback with our team to help prevent similar instances in the future. This insight will contribute to our continuous efforts to enhance the overall guest experience.

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

Sincerely,
Sadhika
Global Traveler Resolutions Team
Customer Answer
Date: 07/17/2025
Dear ******* and the ******************************************************darkreader-inline-color="" style="color: black; --darkreader-inline-color: var(--darkreader-text-000000, #ffffff);">Thank you for your response to my complaint via the Better Business Bureau. However, your reply is not an acceptable resolution to the serious concerns I have raised.

To reiterate and clarify:
I want to be extremely clear:
This is not just a customer inconvenienceit was a health and safety violation. The photos and videos I submitted are not up for debate. Your company chose to list and promote this hotel, and therefore bears direct responsibility for the accuracy and safety of that listing.

The refund of two nights, while appreciated, does not address the full scope of this situation. I am requesting the following:
Furthermore, your statement that "we wont be able to offer any further refund as bound by the hotel policies" is unacceptable. I did not book with the hotel. I booked with Expedia. The responsibility lies with you to ensure the safety and accuracy of the listings on your platform.

If this matter is not resolved within 24 hours, I will be proceeding with the following actions:
This is your final opportunity to resolve this matter directly and fairly. I remain available should you wish to rectify this issue in good faith.

Sincerely,
Asma H
[Your contact information]
Initial Complaint
Date:07/06/2025
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 June 24, I booked a vacation package for two from *********** to ***********. Expedia Itineray **************. I called to cancel the flight for one passenger ***** ******** as he has a medical certificate and can no longer attend. ************** refunded me. Air Canada said they could not refund he as it was booked through expedia and only they have access to refund me. I called Expedia. The agent first said they would refund me if I provided a medical certificate. After it was provided, they stated Air canada was refusing to refund me. However they stated previously that it would be refunded. Air canada is saying the issue is with expedia and they should provide you the refund. I want a refund to my **** card ending in 0978
Business Response
Date: 07/07/2025
7 July 2025

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

RE: ************************ Case # 14790092

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 refund of the flight reservation.

Our records indicate that Ms. ******* booked two one-way flights: the outbound flight with Air Canada Low-cost carrier from ***********, **, ************* to ***********, *******, departing on September 17, 2025, and the return flight with Delta on September 21, 2025, along with a stay at ***************, An Autograph Collection All-Inclusive Resort, under the itinerary# **************.

We are sorry to hear about Ms. ******** fellow travelers medical condition that led to the trip being canceled, and we wish them a speedy recovery. Following our investigation, we promptly reached out to the airline to request a refund; however, the request was unfortunately denied as the airline confirmed that the booking does not qualify for a refund under these circumstances.

As a third-party intermediary, Expedia is required to follow the airlines policies and decisions regarding refunds.

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:07/05/2025
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.
Misrepresentation and Unacceptable Substitution Facilitated by Expedia I am filing a complaint against Expedia regarding a deeply disappointing and mishandled hotel booking that resulted in a highly stressful and unsatisfactory experience.I reserved a stay at *********** in ******* through Expedia, based on the representations made on their platform regarding the hotels amenities, quality, and comfort. However, upon arrival, we were informed that the air conditioning in our reserved room was not functioning. Rather than being offered a legitimate solution or an equivalent alternative, we were abruptly redirected to what was described as a sister propertythe Ohia Waikiki.This so-called alternative was not comparable in any respect. The Ohia Waikiki was deplorable, unhygienic, and entirely unfit to accommodate paying guests. The room was poorly maintained, the environment was uncomfortable and rundown, and we felt extremely uneasy leaving our belongings there. To make matters worse, despite assurances from *********** that there would be no charges, the new hotel demanded a credit card for a deposit upon check-in.The entire experience felt deceptive, as if we had been subjected to a bait-and-switch. Expedia facilitated this transaction, yet provided no communication, assistance, or accountability when the services promised were not delivered. There was no transparency, and we were left to manage the situation ourselveslate at night, in an unfamiliar location, under unacceptable **************** a long-standing travel platform, Expedia has a duty of care to its customers and a responsibility to vet and uphold the standards of the properties listed on its site. This experience demonstrated a complete failure to do so.I am requesting a full refund and a formal review of Expedias handling of this matter. I also urge the BBB to look into Expedias business practices, especially in regard to how it manages hotel substitutions and customer protections
Business Response
Date: 07/08/2025
8th Jul 2025

Better Business Bureau
**** - Mid-Western and ************
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 Ms. ****** **** (BBB case number ********) regarding itinerary number 73130568108415.
Our records indicate that Ms. **** had booked a 1-night stay at *******************, with check-in on July 4, 2025, and check-out on July 5, 2025.

Upon reviewing the BBB query, we understand that upon arrival, Ms. **** was informed that the air conditioning in the room was not working and was subsequently redirected to a "sister property," Ohia Waikiki, which was reported to be substandard, unhygienic, and unsafe.

Were truly sorry to hear about Ms. ***** experience. I contacted the hotel regarding this matter, and they have approved a full refund.

As a result, I have processed a refund of $231.99 to your **** card ending in XXXX-0306. Please allow 710 business days for the amount to reflect on your end. Additionally, I have refunded ***** reward points to your account, which are now available for future use.

For future stays, we always recommend reaching out to our frontline support team during your trip so we can provide real-time assistance.

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: 07/16/2025
There is still an outstanding issue of the $100 security deposit that was taken and never given back.
Business Response
Date: 07/16/2025
17th Jul 2025

Better Business Bureau
**** - Mid-Western and ************
Complaint Department

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

Dear Better Business Bureau,

Expedia is responding to the consumer complaint from Ms. ****** **** (BBB case number ********) regarding itinerary number 73130568108415.

Im sorry to hear that Ms. **** has not received the $100 deposit refund. Upon speaking with the hotel, they confirmed that the $100 was released on July 6, 2025, to Ms. ***** **** card ending in XXXX-9094. I request Ms. **** to check with her bank for that amount.

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:07/04/2025
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 had cancelled the second leg of the round trip which was the inbound flight for my ticket! The airline sent me a refund notice along with the communication that they have processed the refund to the original source of payment. But since the ticket was booked through Expedia, they have processed the refund to Expedia. When I contact Expedia, they ask me to reach out to ********* but cannot provide anything in writing whereas I have email threads from ********* stating that the travel agent has to reach out to AI sales support team and discuss the process for initiation of refund
Business Response
Date: 07/17/2025
July 17, 2025

Better Business Bureau
Mid-Western and ************
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.Parth ****** **** (BBB case number ********) regarding a flight booking.

Our records indicate that the traveler booked a return to ****** from ********* with departure on May 31, and return on June 22, 2025, under the itinerary number **************.We understand that Mr. **** is requesting a refund.

After further investigation, we found that the airline had originally taken control of the tickets. However, following additional discussions with the airline, a refund of USD ****** was successfully processed on July 5, 2025, to the original form of payment. Please note that it may take 1015 business days for the amount to appear in the account.

We are truly sorry for the hassle caused to Mr. **** for the delay.We hope that this isolated incident does not affect his continued relationship with us.

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: 07/17/2025

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.

Sincerely,

***** ****** ****
Initial Complaint
Date:07/04/2025
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.
March 12 2025 10:03AM, I booked ************** for the stay of june 18th to june 22nd. (Free cancellation stated in the email up to June 15th 4:00PM).March 12 2025 10:06PM, I CANCELLED the reservation and i received the cancellation email stating it has been successfully cancelled without any penalty. June 19th 2025, I noticed a charge on my credit card from ************** for the amount of ******USD. June 19th 2025: I contacted through the live chat expedia customer service to ask what is the explanation and to request a refund for a wrongful charge. Expedia customer service told me they will get back to me by email within 24 hours with an answer because they tried calling the property and they dont have any answer.June 20 2025: Email received from expedia stating that Kartrite will make an exception and will refund the charge.June 25 2025: Expedia response on june 20th didnt specify a refund timeframe and I requested to get a timeframe June 26th 2025 : Expedia responds refund has already been resolved on MARCH 13th 2025. Clearly they are lost with such date because there has never been any charges in march 2025.Therefore, I sent another email quoting the initial email on June 20th and a summary again of the problem and the request for refund and the timeframe required.June 28th 2025 : Expedia responds that they spoke with Kartrite, and a refund is supposed to be processed and a timeframe of 7 to 10 business days. July 3rd 2025: 10th business days already, inquiry to expedia because no refund made on my credit card.July 4th 2025: I get a reply from expedia finally stating that they did multiple tries to Kartrite and they werent able to get an approval from the property manager to get a refund.Such a false advertisement if Expedia initial information of the booking stated free refund.
Business Response
Date: 07/13/2025
Jul 13, 2025

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

RE: Expedia Case: 14778638/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 Mr. ********* *** (BBB case number ********) regarding hotel.

Our records indicate that Mr. ********* booked a stay at The *************** & Indoor Waterpark from June 18, 2025,to June 22, 2025. We understand Mr. ********* is requesting a refund.

Upon my investigation, that Mr. ********* had canceled his hotel reservation. As per the property's policy, the hotel applied a one-night cancellation fee at the time of cancellation.

Based on our research, we reached out to the hotel to inquire about the refund status. The hotel confirmed that they reviewed the case and processed a refund for the charged amount on July 4. We understand that this situation may have caused frustration, and as a gesture of goodwill,we have added ***** Expedia Rewards points to Mr. ********** Expedia account.

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:07/02/2025
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 had booked air India tickets and also simultaneously paid for seats from expediaforTD website. At that time Expedia website was not showing me the exit row seats. On the air line website they were showing the exit row seats so we switched out paid seats from those booked through Expedia to exist row seats and paid separately for exit row seats. ******* said that Expedia will refund me for the seats booked through Expedia.I contacted Expedia customer care. They opened a ticket for their offline team to cancel the seats and issue me refund. It was suppose to happen in 72 hours. The ticket number for this was *********** has now been 3 weeks but neither the offline team contacted me nor have they issued the refund. Such a bad service. Dont book your tickets with Expedia.
Business Response
Date: 07/04/2025
Better Business Bureau
Mid-Western and ************
Complaint Department

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

Dear Better Business Bureau,

Thank you for taking the time to contact Expedia for TD regarding an issue from our customer. We appreciate the ********************** allowing us to address the comments and concerns that have been brought to our attention. Expedia for TD is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.

Expedia for ** is responding to the consumer complaint from Mr. ******* ***** (BBB case number ********) regarding his air booking. We understand Mr. ******* ***** was looking to for a refund to their paid seats with Air India.

On 02 July 2025, he reached us requesting the refund, we reached out to the airline and they advised that they have refunded a total of C$115 and Mr. ******* ***** confirmed that this is the amount that he was seeking.

Due to the inconvenience and that Mr. ******* ***** was not contacted even though he was advised that he will be contacted within 72 hours, we added ****** TD rewards points as a gesture of goodwill.

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

Kind Regards,
****
Global Traveler Resolutions Team
Customer Answer
Date: 07/10/2025

This is resolved. Can we close the complaint?
Initial Complaint
Date:07/01/2025
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 bought flights and had to cancel them for a credit w Expedia. They have not let me use my credits that are worth $1000.Ive spent hours on the phone with them getting passed around and around and no one will refund my card or make them useable. Expedia seems like a scam, do not use them.
Business Response
Date: 07/09/2025
July 09, 2025

Better Business Bureau
Mid-Western and *****************;
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 Ms. ******* ******** (BBB case number ********) regarding flight reservation.

Our records indicate Ms. ******* ******** booked a flight reservation with an itinerary: **************. We understand Ms. ******* MacInnes is requesting a refund for the flight reservation.
Following the completion of the investigation, it has been determined that the flight reservations made with Iberia and WestJet for Ms. ******* ******** were booked under a non-refundable fare policy. A travel credit was issued in accordance with airline guidelines and remains valid for booking until October 29, 2025. Ms. ******** was contacted regarding potential new travel dates; however, she confirmed that she currently does not have plans to utilize the credit. As such, in the absence of new travel arrangements, the credit will be forfeited upon its expiry and will not be eligible for a refund.
As a travel agency, Expedia serves as an intermediary and is required to adhere to the airlines policies. As such, we do not have the authority to process refund requests independently.
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,
Devraj
Global Traveler Resolutions Team
Customer Answer
Date: 07/09/2025

Complaint: 23546085

I am rejecting this response because:
I have contacted Expedia multiple times to USE the credit for the trip I am currently on. They were unable to apply my credit and I had to book the flights directly after months of trying to use the credits. No one would help me and said that they would have to call me back, which no one ever did. They are simply making it impossible for me to use the credits and therefore keeping the profits.
devyraj was emailing me and just kept repeating the same thing - saying I have until October and that only NOW I would be able to apply the credit - how many flights to ****** do they think Im going on if Im even using Expedia in the first place?

Sincerely,

******* ********
Initial Complaint
Date:07/01/2025
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 regarding a recent hotel booking made through Expedia for the *******************************. The hotel listing on Expedia advertised a pool, which was a key reason for choosing this property for my familys annual vacation. At no point during the booking process was it disclosed that the pool would be closed during weekdays. This critical restriction was only communicated upon arrival at the hotel, when it was too late to cancel or rebook.I contacted Expedia customer service immediately to report these issues. Instead of offering a fair resolution, I was told that my only option was to accept a $150 Expedia credit, or I would risk getting nothing at all. This felt coercive. I was pressured into accepting the credit under duress, without being given any true choice or time to escalate the issue.I contacted Expedia again to request that the case be reopened and fairly reviewed, but was told the issue was closed because I had accepted the crediteven though I was pressured into it.Expedia misrepresented the hotels amenities by failing to disclose that the pool was closed weekdays. The Expedia listing omitted important information about construction and room conditions. Expedia customer support coerced me into accepting a credit, closing the case unfairly. My family vacation was negatively affected by the false advertising and lack of transparency. Resolution Requested:A partial or full refund of the booking amount, as a fair resolution for the misrepresentation and poor handling of my case. Assurance that Expedia will update their listings to accurately reflect amenity restrictions such as pool hours, especially when they are not available during the majority of a typical stay. They have since added a small disclosure of pool hours which is not with amenities or pool information but in policies and must click two subsections to view.
Business Response
Date: 07/02/2025
July 02, 2025

Better Business Bureau
Mid-Western and ************
Complaint Department

Re: ************************ case # ********

Dear Better Business Bureau,

Thank you for taking the time to contact ************************ regarding an issue from our traveler. We appreciate the Better Business Bureau allowing us to address the comments and queries that have been brought to our attention.

We are responding to the BBB inquiry submitted by Ms. ******* **** concerning her hotel booking at *******************************, reserved on May 22, 2025, for a two-night stay beginning June 29, 2025 (Itinerary #**************).

On June 30, Ms. **** contacted our support team and expressed concern that the property's weekday pool closure had not been clearly communicated. Upon review, our agent confirmed that the hotel listing included a note stating the pool is closed Monday through Wednesday, although this was mentioned within the check-in instructions section.

Ms. **** also shared a screenshot showing pool hours listed as 10:00 AM to 10:00 PM, which she found misleading. The matter was escalated, and our supervisor offered two options: (1) to escalate a refund request with the hotel, or (2) to provide a goodwill compensation of CAD 150 in OneKeyCash. ******* accepted the OneKeyCash but requested that the complaint remain open for further review.

Following the BBB inquiry, we reexamined the booking details.While we recognize the frustration, the amenity restrictions were published on the propertys listing at the time of booking. Additionally, since Ms. **** completed her stay and was already compensated with an amount equivalent to 40%of the booking value, we regret to inform that no further refund is applicable.

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

Regards,
******* ****
Global Traveler Resolutions Team
Customer Answer
Date: 07/02/2025

Complaint: 23541138

I am rejecting this response because:
To: Better Business Bureau Mid-Western and ************
RE: ************************ Case #********
Dear BBB Complaint Department,

Thank you for forwarding Expedias response regarding my complaint.

While I acknowledge that Expedia has addressed the matter, I respectfully disagree with their position and wish to clarify the ongoing concerns that remain unresolved:

1. Misleading Information:
Although Expedia claims the weekday pool closure was noted in the listing, it was not presented in a way that was reasonably visible to travelers. Burying a critical amenity restriction within the check-in instructionsrather than in a clearly marked amenities or restrictions sectionis misleading and inconsistent with fair disclosure practices. The visible listing prominently showed pool hours from 10:00 AM to 10:00 PM, which directly contradicted the pool being closed three days of my two-night stay.

2. Material Omission and Misrepresentation:
A pool was a deciding factor in my hotel choice, especially as I was traveling with a child. Had I known the pool was closed, I would not have booked this property. In my search filters for hotels I selected my dates and pool clearly indicating my intent to the business of what I was hoping to purchase. It is not reasonable to expect consumers to comb through every subsection of a listing to discover hidden limitations on major amenities. I have since looked at this hotel booking on the hotel website and other comparable sites to Expedia and see that the pool hours limitations are clearly visible under pool hours on other sites under ammenities not under hidden policies. This is a reasonable and fair disclosure of crucial information. I believe this comparison should be noted as Expedia falls short from other sites ability to properly inform consumers. I have attached screenshot of these examples for your review.
3. Compensation Does Not Reflect True Loss:
The CAD 150 in OneKeyCash was offered under pressure and without full transparency about my rights. I accepted it conditionally while keeping the case open for further review. This amount does not equate to a refundit is locked within Expedias ecosystem and does not reflect the impact or inconvenience caused. I also note that Expedia refers to this as 40% of the booking value, but the restriction they failed to highlight removed 100% of the pool access during my stay.

4. Request for Resolution:
I am not seeking compensation for my entire stay, but I do believe that a partial monetary refund is warranted given the misleading listing and the substantial amenity restriction. OneKeyCash, as store credit, is not a substitute for a refund when a customer has been misled.

In summary, I believe Expedia has not taken adequate responsibility for how this critical information was displayed, nor have they offered fair resolution. I appreciate the BBBs continued involvement and respectfully request that this case remain open for further consideration. I do not wish to provide further business to Expedia after this experience and after seeing reviews of their site on **** and how many complaints have been filed for them on BBB. It appears they do not resolve more than half of the complaints from consumers and they will continue to show poor business practice as they rarely take ownership or loss for their shortfalls with negative customer experiences.

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

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