Business Profile

Travel Agency

Expedia.com

Headquarters

Complaints

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

Customer Complaints Summary

7,494 total complaints in the last 3 years.
2,886 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/03/2025
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.
We purchased a car rental via Expedia from Priceless car rental. When reviewing the information the rental agent they told us Expedia did not fully provide the payment. We had to pay an additional $396 at the register instead of the already paid amount, which was unavoidable before receiving the vehicle. We paid, and then reached out to Expedia which they said we could not receive any credit or partial refund from a place called The ***************. Confused, we told them we were not part of a Lodge, and the issue was with the car rental company. This ordeal has been very fruatrating and confusing and has caused us to no longer trust in Expedia to provide assistance with our concerns. Multiple emails have been sent with the receipt but Expedia's ability to get followup properly has failed. We will ensure to let others know how Expedia scams and treats their customers and to be vigilant on who to confide in for travel.
Business Response
Date: 08/04/2025
August 04, 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 ********) We're sorry for the hassle and confusion caused during the recent car rental booking with Priceless under itinerary 73175794667811.

We understand how frustrating it must have been to encounter unexpected charges and communication issues, and we appreciate your patience while we investigated this matter.

Booking Summary:
As per the confirmation email, the total expected cost for the rental was $560.92 USD, broken down as follows:

Paid to Expedia: $354.27 USD (via MasterCard ending in 9325)

One Key Cash Applied: $87.91

Amount Due at Rental Counter: $206.65 USD

However, upon pickup, Mr. ***** was charged $391.69 USD at the counter, which included mandatory local taxes and fees. This means that Mr. ***** paid $185.04 USD more than expected.

We contacted the rental vendor and they confirmed that the vehicle was picked up as scheduled.

The total charges paid were $973.97 USD, which includes:

$332.18 USD paid to Expedia

$391.69 USD in mandatory local taxes and fees at the counter

$250 USD security deposit, which will be refunded within 14 business days

The screenshot shared by Mr. ***** matches the vendors billing details, and the additional fees were listed as mandatory by the rental company.

Resolution:
We fully understand that these additional charges were unexpected and not clearly outlined at the time of booking. While the vendor has confirmed the charges as valid, we agree that Mr. ***** should not have had to cover this added cost without prior notice.

As a one-time exception and in recognition of the hassle faced, a refund of $185.04 USD has been processed to the original form of payment. This refund should reflect within 710 business days, depending on the bank's processing time.

We truly regret the hassle Mr. ***** has experienced and appreciate the opportunity to make this right. This feedback has been escalated to the appropriate respective team to improve our processes and communication with rental partners so that similar issues can be prevented in the future.

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 Travel Resolutions Team
Customer Answer
Date: 08/04/2025

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:08/03/2025
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.
The *********** ******* and ******* changed my reservation to a time that did not work for my group. They agreed to the refund and stated they were just waiting for Expedia to contact them to confirm. Meanwhile Expedia sends me emails saying they have reached out to the vendor and that they are not willing to refund my money. Complete lie! I sent email responses with the name and number of who I spoke with only to continue to get email responses that there is nothing further Expedia can do. Per the staff at Bullets and *******, the refund was approved on 7/26. As of 8/1 they were still waiting for Expedia to contact them. $1040.00 is a lot of money to just walk away from when I didnt change the time listed on my confirmation AND the company is stating they have no issue with the refund. Expedia is holding my money unlawfully.
Business Response
Date: 08/04/2025
04 August 2025

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

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

Dear Better Business Bureau,

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

Expedia is responding to the consumer complaint from ******** ******** (BBB case number #********) regarding activity booking.
Our records show that ******** booked an activity with the vendor Las Vegas ATVs for July 26 under itinerary **************, with a total amount of $1,040.00 USD. We understand she is requesting a refund for this booking.

We are sorry for the hassle ******** experienced during this process. With the assistance of the vendor, Expedia has now processed a full refund of $1,040.00 USD to her Discover card ending in 8234. Please note, the refund may take ******************************* her account.

We have shared this feedback with our team to help prevent similar issues in the future. Additionally, Expedia has added $100 USD OKC to Shaneeses Expedia account. She can review the terms and conditions-**************************************************

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: 08/04/2025

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:08/01/2025
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.
On June 30, 2025 I book a multi-city flight from ** to *** and from ********* to **. I book it though third party Zip (after pay). Usually when you book you receive a confirmation I never receive it. I called Expedia and the *** stated it was no reservation for me. So I rebooked the same flight and paid for my whole trip. Once I was returned to *** the airline stated I have to seats reserved. I called Zip and Zip stated they have not returned the money. I called Expedia and they stated its Zip. Then when I called again the *** state I missed my flights contact insurance. Insurance refused to pay
Business Response
Date: 08/02/2025
August 01, 2025

Better Business Bureau
Expedia.com ******, ****** &***********************;
Complaint Department

RE: Expedia Case Ref: - SF- 16208585

Dear Better Business Bureau,
Thank you for taking the time to contact ********** 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 Mr. ******* ****** (BBB case number ********) regarding a hotel refund.?

After conducting a thorough investigation, we found the following details regarding Mr. ******* reservation:
On June?29,?2025, Mr. ****** booked a multi-city trip with Delta: Flight?990 from ******** to ******* (departing July?10,?2025) and a return flight (Delta?5723) from ********* to ******** on July?16,?2025, under itinerary number 73156725256443.

Our records show that this booking was made using the email address ************************* instead of the correct address ************************** This appears to have been a typo, which likely prevented Mr. ****** from receiving the booking confirmation.Subsequently, Mr. ****** booked another flight reservation (similar routing)under itinerary **************, using a different email address.

Recognizing the duplicate booking, we proactively contacted the airline to request a refund. The airline approved and processed a full refund of $422.98 for the first reservation (73156725256443).Additionally, we noted that Mr. ****** had purchased trip protection for this itinerary in the amount of $33.29. As a one time exception, we have now processed a refund for this amount as well.

Mr. ****** will receive the refund in two parts:
$422.98 directly from the airline
$33.29 from Expedia

Both refunds will be returned to the original form of payment (Visa-XXXX-0494) within 710 business days.

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

Regards,
******** ******* Shah
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,

******* ******
Initial Complaint
Date:07/29/2025
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.
Date of original transaction: July ******* I had to cancel trip due to extenuating circumstances. Conversation took place with Expedia customer service agent on July 16, 2025. The agent communicated to cancel my flights at that time because it will not be an issue to have the hotel grant a waiver to receive a full refund. My call to Expedia the next day was to confirm the waiver request was approved as I was told would be "no problem to obtain." The "update" email screenshotted below was the response that after "multiple tries" to contact the hotel. Proof that they did not even speak to them. I then emailed the hotel to obtain the response, and they got back to me via email within 6 hours notifying me they have to speak to Expedia and have not received request at that time. I do not think Expedia expedited the request to the hotel in time as I was given delayed "run around" responses on multiple conversations with different case ID's numbers. ******************** after multiple phone calls, emails will not provide me my full refund in the amount of $1400. They will also not provide me with the recorded conversations stating I would be fully refunded. I would not have cancelled my flights without the assurance that my hotel was going to be fully refunded. Thank you
Business Response
Date: 07/30/2025
July 30, 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 *** Mirosavich (BBB case number 23673216 ) regarding a package booking.

As per our records, the package booking was made on 11 Jul 2025. The flight portion of the booking was made with ***************** for a round trip from **************** to Cancun Intl amounting to ******** USD and the hotel portion was booked with hotel Excellence Playa Mujeres - Adults Only All Inclusive amounting to ******** USD. We understand that the traveler is looking for a full refund of the hotel booking.

Our findings indicate that the flight tickets were cancelled under free cancellation window. So, the amount of ******** USD would have been dropped off within 72 hours.

We would like to clarify that the hotel portion of the booking was secured with non-refundable and non-changeable policy. The information regarding the booking rules and restrictions are always displayed at the checkout page and the booking confirmation email sent. However, as flexibility matters, we attempted to contact the hotel regarding refund waiver but the response was not favorable as they chose to adhere to the standard booking rules.

Further, we would like to inform Ms. ******************** considering the circumstances, a refund of 1000 USD was already processed from our end on 23 Jul 2025 as a one-time exception. The refund is completed under the transaction reference number 55432865204207889413517.

Since Expedia acts as a third-party intermediary between travelers and providers such as hotels, it is subject to the rules and restrictions set by those providers. Hence, we wont be able to offer any further refund for the booking.

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: 07/30/2025

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:07/29/2025
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 used $340 in Expedia credit to book a luxury car through ****. When I arrived, SIXT said my card wasnt acceptable for that class of vehiclesomething never disclosed beforehand. They tried to downgrade me but had no cars available, so they canceled the reservation on the spot. I watched it happen. Expedias app confirmed it was canceled. Despite this, Expedia claimed I took the trip and initially refused to reinstate the credit.After repeated follow-ups, they eventually agreed I was owed the credit. But its now been over a month, and I still havent received it. I keep getting told, 3 more days, over and over. Ive been promised callbacks and resolution from their teamnothing ever happens. As someone whos booked with them constantly and held Platinum status for years, this is unacceptable. They dont have phone **** for issues like thisonly chat, which is limited and ************** demanding the immediate reinstatement of the $340 credit and would appreciate an additional credit for the time, energy, and lack of access to credit to book other trips. Point is I never took the trip, they have repeatedly - over and over and over, said that they were going to reinstate this credit - thats well documented. Ive lost time and travel opportunities waiting for Expedia to resolve what shouldve been handled in days and youre not appreciate being lied to repeatedly and having to chase them down, especially when Ive held platinum for three consecutive years and Im very loyal to them.
Business Response
Date: 07/30/2025
30 July 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 Mr. ***** **** (BBB case number ********) regarding a car rental reservation.

Our records show that Mr. **** booked a car rental with Sixt under itinerary ************** for USD ******. Mr. **** requested a reinstatement of OneKeyCash, as the car rental was not honored by the provider.

We understand the hassle this may have caused. Upon review, we can confirm that our frontline team successfully contacted the rental company and obtained a refund approval for the full amount of USD ******.

Accordingly, the amount has been reinstated to Mr. ***** Expedia account in the form of USD 300.00 and USD 40.25 in OneKeyCash, which can be used by referring to this link: ************************************************.

Additionally, as a gesture of goodwill for the delay experienced during the process, a $75.00 OneKeyCash has been credited 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
Customer Answer
Date: 07/30/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I did not want to have to escalate this, but it was getting frustrating. Thank you for your prompt attention to this matter and I look forward to continuing our business.

Sincerely,

***** ****
Initial Complaint
Date:07/29/2025
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 booked a hotel room through Expedia with the thought that they were acting as the broker for my booking and when I got to this hotel it was disgusting. The room smelled of 50 years of smoke, mold and mildew. It was dirty, curtains were torn, the lights didn't work, dirt on the floor, cigarette butts on the floor, just in really bad condition. I couldn't stay there. The hotel is charging me. I can't get a refund from the hotel or from Expedia. I booked through Expedia with the impression that they taske care of issues like this and they are less than helpful.
Business Response
Date: 07/30/2025
30 July 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 hotel booking.

Our records indicate that ******* booked a Pay Later reservation with the hotel Quality Inn & Suites for the stay from 17 July 2025 to 20 July 2025, under itinerary #**************. We understand that ******* is requesting a refund for this booking.

Were sorry for the hassle that ******* faced. We have checked and found that they contacted our frontline team after the checkout regarding the issue. Our team attempted to reach out to the hotel to request a favorable response and gather more details; however, no positive response was received.

We want to assure ******* that we made every effort to contact the hotel regarding the incident. However, we did not receive a favorable response from the hotel regarding a refund. Please note that for Pay Later reservations, the amount is charged directly by the hotel, and Expedia does not have control over the payment. Given the circumstances, Expedia is unable to process a refund at this time. ******* can find more information about this in our Terms of Servicehttps://www.expedia.com/lp/b/terms-of-service.

We have shared the feedback with our internal team and will take steps to help prevent such incidents in the future. Additionally, Expedia has added $100 in One Key Cash to ******** account, which can be used for a future reservation. The terms and conditions for using One Key Cash can be found at ************************************************.

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: 07/30/2025

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:07/27/2025
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 purchased flight insurance through Expedia while booking with them. When I had to cancel my return flight Expedia denied any refund because " my seat was the cheapest available " and thus "was not eligible for a refund or credit ". When I booked the flight Expedia sold me the cheaper seat and then proceeded to urge/coerce me to purchase insurance in case my plans changed. Since they knew what seat I had purchased why did they then proceed to push me to buy the insurance ...... they knew that my seat was ineligible for any refund under their insurance policy. No where in the booking process was I alerted that cheaper seats were not covered under the insurance policy. This is blatant misrepresentation on their part and completely dishonest. I have spoken to Expedia and their insurance company twice to try and resolve this to no avail. Expedia *****/encourages/promotes the purchase of insurance yet fails to fully disclose the circumstances under which the insurance may be used. The Expedia **** can barely speak English and make they purposely make obtaining refunds a frustrating and impossible experience.
Business Response
Date: 07/28/2025
July 28, 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 ******* Vollmer (BBB case number ********) regarding a flight booking.

As per our records, the package booking was made on 17 Jun 2025. The flight portion of the booking was made with ***************** for a round trip from ****, **, ************* to **************, **, ************* amounting to ****** USD along with travel protection plan (insurance) amounting to ***** USD.

We would like to clarify that the flight tickets were booked under a non-refundable policy. This information should have been displayed on the checkout page prior to payment, as well as stated in the booking confirmation email.

We understand that Mr. ******* is unable to take the scheduled return flight due to a change in plans and is therefore requesting a refund for that segment. In consideration of flexibility, we reached out to the airline; however, they have chosen to adhere to their standard booking policies.

Secondly, with regard to the insurance purchased, all applicable terms and conditions were included in the confirmation email. We would suggest Mr. ******* to review the email for any potential discrepancies. However, we recommend that the traveler contact ****************** directly to inquire about possible exceptions. The handling of such requests depends entirely on their procedures and discretion.

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: 07/28/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am still not happy with the business practices of Expedia. They are selling insurance on seats that are non -refundable.

Sincerely,

******* *******
Initial Complaint
Date:07/27/2025
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 round trip ************** ticket from ******* to ************ on Expedia.com on 6/24/25. The total cost was $622.36. The flight was scheduled to depart ******* on 6/28/25 and return 6/29/25. ************** cancelled my flight less than 12 hours before takeoff. They could not book me on anything else. I requested a refund from Expedia by phone and live chat multiple times between 6/30/25-7/27/25. Ive also contacted *****. Expedia told me ***** took the case from them and was working on it. ***** said theyve refunded the money back to Expedia. This has been a months long run around. I am Expedias customer and theyve taken payment with no delivery of service and no refund. Ive included Expedias confirmation number for my booking in this complaint. This is an unacceptable delay.
Business Response
Date: 07/28/2025
28 July 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 Mr. ****** ******* (BBB case number ********) regarding a flight reservation.

Our records show that Mr. ******* booked a flight with ************** under itinerary ************** for a total of USD ******. He requested a refund due to a flight cancellation.

After reviewing our system, we were unable to find detailed records regarding the flight cancellation. However, upon reaching out to the airline to validate the cancellation, they confirmed that a full refund was authorized. That said, they were unable to provide specific details concerning the flight cancellation itself.
Accordingly, we have processed a full refund of $****** to his **** card ending in 8363. The amount should be reflected in Mr. ******** account within 7 to 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.

Sincerely,
****** *****
Global Traveler Resolutions Team
Initial Complaint
Date:07/27/2025
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.
I booked a flight with Expedia. $141.41 With ***************. Booking number H6upuz. I was notified starting at 5:25 am that my flight leaving at 8:35 was delayed and now leaving at 9:30 am. I have screen shots on my phone if these notifications. I missed my flight as it was on time. I booked a flight later that same day for $. 386. One way. Expedia offered to ask for a refund from Breeze but it was not a refundable ticket. I would like to be compensated for my cost in the additional flight one way $386. I can send screen shots of the notification and the Expedia symbol that is on the notifications .
Business Response
Date: 07/28/2025
July 28, 2025

Better Business Bureau
******, ****** & ******************
Complaint Department
Re: Expedia.com case # ********

Dear Better Business Bureau,

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

Expedia is responding to the consumer complaint from *** ***** M. ******** (BBB case number ********) regarding the flight booking under the said itinerary **************.

Upon reviewing our records, we can confirm that *** ****** reservation was made through Expedia for a round-trip from **********, ** to ********** with an outbound flight on 27 July 2025 and return flight on 31 July 2025.

Upon reviewing *** ****** booking for the ************** flight, we noted that she received a notification from Expedia indicating a delay in her flight's departure. However, according to the airline's records, the flight departed as scheduled.

While we understand that *** ***** were acting in good faith based on the information she received, we did not receive any prior communication regarding this issue at the time the notification was sent. We subsequently contacted ************** on her behalf, but since the ticket was non-refundable and the flight operated on time, we received an unfavorable response.

As Expedia acts as an intermediary between travelers and service providers, we are generally bound by the policies set by our airline partners. However, considering the hassle caused by the incorrect delay notification *** ***** received through our platform and as a gesture of goodwill we have issued a refund of ****** USD to her original method of payment ending in XXXX-2942. *** ***** can expect this amount to be reflected in her account within the next 710 business days.

Additionally, we have shared her feedback with our internal teams to help improve the accuracy of notifications and to prevent similar situations from occurring in the future.

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,
****** K
Global Traveler Resolutions Team
Customer Answer
Date: 07/31/2025

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:07/27/2025
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.
Expedia booked me into a closed motel in ************** for June 27 -28 th class reunion weekend. When I arrived the Motel was boarded up and fenced off. I called Expedia and was assured I would not be charged, but the next day ********** charged my discover card with a $106.60 NO SHOW fee and a $12 charge for checking my credit. Expedia would not help me recover the funds. I called ********** and was told " THEY? "are working on it. This has been a month since the charge with no results. Thank You , **** ********. ************.
Business Response
Date: 07/28/2025
July 28, 2025

Better Business Bureau
******, ****** & ******************
Complaint Department
Re: Expedia.com case # ********

Dear Better Business Bureau,

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

Expedia is responding to the consumer complaint from Mr. **** ******** (BBB case number ********) regarding the Hotel booking under the said itinerary **************.

Upon reviewing our records, we can confirm that Mr. ***** reservation was made through Expedia for a two-night stay at ************************* from June 27 to June 29, 2025.

We are sorry for the hassle and frustration Mr. **** experienced upon arrival, especially given that the hotel was unexpectedly closed. We understand how disruptive this situation must have been during his class reunion weekend.

Following Mr. ***** refund request, we contacted the hotel, and they have confirmed that the property was indeed closed during his stay. They have approved a full refund of ****** USD, which was previously charged as a no-show fee. This amount will be credited back to Mr. **** original form of payment ending in XXXX-7427. Please allow ********************************************** account.

We are sorry for the disruption this has caused and truly value Mr. **** as our customer. Mr. ***** feedback has been shared with our internal teams to improve the accuracy of property listings and ensure better experiences in the future.

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,
****** K
Global Traveler Resolutions Team

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