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

7,362 total complaints in the last 3 years.
2,863 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:12/16/2025
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 tried to use flight credits (Southwest) and my booking was rejected. My original booking date was March 7, 2025. My new booking is for June 7, 2026. According to Expedia that the flight credits are only good for 1 year from original booking date. I was told that expiration policy is decided by the airline (Southwest). Spoke 3 different times with airline to verify expiration of my flight credit. According to all 3 phone calls my tickets had no expiration date. It has been documented on my account with Southwest. Last night we had a 3 way call with REMOVED(Expedia) and Southwest and it was confirmed to him that my flight credits have no expiration date. REMOVEDwas trying to re-book using the credits but there system did not allow them too. I asked for a total refund of $1105.92 since they could not re-book. I have spent approximately 10 hours trying to rectify this situation.
Business Response
Date: 12/19/2025
December 19, 2025
Better Business Bureau
REMOVED, REMOVED& REMOVED
Complaint Department
Expedia Case Reference: 23297222
Dear Better Business Bureau,
Thank you for contacting Expedia regarding the concerns raised by our customer. We appreciate the REMOVEDallowing us the opportunity to address the comments and issues brought to our attention.
Expedia is responding to the consumer complaint submitted by Ms. REMOVED(BBB Case Number REMOVED) concerning her request for a refund related to her travel credit.
Our records indicate that on March 7, 2025, Ms. REMOVEDbooked a flight reservation from REMOVED, REMOVEDto REMOVED, REMOVEDunder itinerary REMOVED, operated by REMOVED
We are sorry for the experience Ms. REMOVEDencountered. Upon receiving her request, we conducted a thorough investigation and confirmed that the ticket expired on March 7, 2025. As per the airlines policy, the associated travel credit could only be used before the expiration date, and all travel must have been completed prior to that date. We also reviewed the interaction with our frontline team. They attempted to assist Ms. REMOVEDwith booking new travel for June 7, 2026, but due to the expired status of the ticket, the system restricted the transaction. We understand that this situation has been disappointing for her.
Considering the circumstances and given that a refund is not permitted under the fare rules, we have issued USD REMOVEDin One Key Cash to Ms. REMOVEDExpedia account. This reflects the full equivalent value of the original travel credit for all four travelers on the itinerary. the details are available at: REMOVED.
We appreciate Ms. REMOVEDpatience and understanding throughout this matter. Thank you for giving us the opportunity to address these concerns. Should you have any additional questions or need further information, please feel free to contact us.
Sincerely,
REMOVED
Global Traveler Resolutions Team
Customer Answer
Date: 12/19/2025

Hi BBB,

I'm satisfied with the business's resolution to complaint ID REMOVED.

Thank you.

REMOVED
Initial Complaint
Date:12/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Oct. 19th 2025 my wife and I, REMOVEDbooked return flights on Dec 21st 2025 from REMOVEDto REMOVED. We confirmed our names correctly on all submitted forms. Today when we went to double check our tickets, REMOVEDname was incorrectly labelled on one ticket using REMOVEDbut was correct on the other ticket using REMOVED. We contacted Expedia and they charged us REMOVEDto fix the mistake. The REMOVEDthat handled our call claimed it was user error at first, then said it was a technical error on Porters side. When we brought that up she changed her mind and said it was both but would not provide specifics or proof that she claimed they had about the user error. Also the tickets using REMOVEDwere correct, so we are sure this is an error by REMOVEDsystem. Since REMOVEDhas two first names, we deal with errors like this all the time. Many if not most systems do not handle two first names correctly and default to a single name unless changed manually so we are very diligent about checking forms, especially when flying. We don't think its a big ask to ask Expedia to provide proof that this was a user error, or waive the $REMOVEDto fix the error.
Business Response
Date: 12/17/2025
December 17, 2025

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

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 Ms. REMOVED(BBB case number 24282168)regarding the flight reservation under the said itineraries REMOVED.

Upon reviewing our records, we confirm that Ms. REMOVEDbooked round trip reservation from REMOVEDto REMOVEDwith an outbound flight with REMOVEDon 20 December 2025 and return flight with REMOVEDairlines on 29 December 2025.

After carefully reviewing Ms. REMOVEDbooking and conducting a detailed investigation, we would like to clarify the following:

We confirmed that the reservation is a round-trip itinerary with REMOVEDfor the outbound flight and REMOVEDfor the return flight. The full and correct name, REMOVED, is properly stored in the reservation across airlines system.

The Air Canada ticket displays Ms. REMOVEDname correctly in full. For REMOVED, the website is designed to show only the first and last name, which is why the middle name did not appear online. However, after contacting REMOVEDdirectly, their representative confirmed that full name, including the middle name, is correctly reflected in their internal system and there is no issue with the booking. No action is required on Ms. REMOVEDpart, and her reservation remains valid.

Additionally, based on our records,we do not see any contact with Expedias frontline support team requesting a name change or correction. Expedia did not process or charge the USD REMOVEDfee for a name correction. If this amount was charged after Ms. REMOVEDcontacted a support channel and made a payment, we recommend disputing the charge directly with her bank or financial institution, as Expedia did not debit Ms. REMOVEDaccount for this transaction.

For future assistance, we recommend initiating all support requests directly through the official Expedia website or app. This ensures that our frontline team can properly review the case,provide accurate guidance, and assist efficiently.

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,
REMOVEDK
Global Traveler Resolutions Team
Customer Answer
Date: 12/17/2025

Complaint: 24282168

I am rejecting this response because:
We called Expedia yesterday and spoke with two representatives. The first one we did not get his name who ran the charge but the second was his supervisor named REMOVEDThey spoke with REMOVEDdirectly and charged the card through them. I have attached the payment receipt.

Sincerely,

REMOVED
Initial Complaint
Date:12/14/2025
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.
12/16/24-Ticket purchase date 12/23/24-cancelled trip requested a refund, I was informed they could only issue a flight credit. Expires on 12/16/25. I was under the impression the tri had t be booked before expiration, not completed.12/10/25 tried to book flight using credit multiple times unsuccessfully.12/12/24 called Expedia twice and call was disconnected 12/14/24-called Expedia and was advised to resolve issue with REMOVED- there is no record of my airline credits.
Business Response
Date: 12/16/2025
December 1625
Better Business Bureau

REMOVEDstyle="box-sizing: inherit; color: rgb(29, 28, 29); font-family: REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">Expedia - REMOVED, REMOVED& REMOVED
REMOVEDstyle="box-sizing: inherit; color: rgb(29, 28, 29); font-family: REMOVED-REMOVED, REMOVED-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">Complaint Department: Expedia ref- 24274220

Dear Better Business Bureau,

Thank you for bringing this matter to our attention. We appreciate the opportunity to review and address Mr. REMOVEDconcerns regarding his airline credits.

The traveler made the reservation on December 16, 2024, for travel with REMOVEDfrom REMOVEDto LAS on December 30, returning from LAS to DTW on January 2. He contacted us on December 14 regarding an extension and mentioned that he was not aware of the cancellation. We fully understand that such confusion can occur.

The traveler voluntarily canceled the reservation through the website and received written confirmation stating that the airline credit is valid for one year from the original booking date, with an expiration date of December 15, 2025.

In accordance with airline policy, the credit is non-refundable and non-extendable, and no exceptions can be made. We sincerely regret any trouble this situation may have caused and appreciate Mr. REMOVEDunderstanding.

Please do not hesitate to contact us should any additional clarification or information be required.

Kind regards,
REMOVED
Global Traveler Resolutions Team
Customer Answer
Date: 12/16/2025

Complaint: 24274220

I am rejecting this response because: I requested a refund on December 23, 2024 one week after my initial reservation. I was only provided the option of credits. I do not have the ability to travel at Expedia's discretion, which is why I requested a refund initially. I was fine with the credits as long as I would be able to book travel before expiration. NOT have completed the booking, as life is unpredictable and I can only make plans when absolutely certain (hence the cancellation in the first place) It was not until I was unable to complete the booking with the credits online that I reached out to customer service and was informed that I would lose my ability to travel and the money I paid. I understand I have a responsibility as a consumer to understand policy and procedure. However, I also do not agree that Expedia should be able to retain money I spent for services I cannot utilize.

Sincerely,

REMOVED
Initial Complaint
Date:12/13/2025
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.
On August 24, 2025, I booked a hotel through Expedia.com, of which I am a Platinum member, for a stay from October 3rd to October 6th at the REMOVEDin REMOVED. I paid a total amount of USD REMOVED.I did a quick checkout at 5:00 a.m., and I was told that the invoice would be sent to me, but I never received it. To my surprise, when reviewing my credit card statement, I noticed that I was charged for the stay again. This time, an amount of USD 425 was charged. Upon arrival at the hotel, I was only asked for a security deposit, but it was charged instead of being held as a guarantee.I have sent emails to the hotel and called multiple times without receiving any response. I have also contacted Expedia more than seven times, as my booking and payment were made through them, requesting a refund of my money. They have been delaying the resolution for over a month, shifting the responsibility to the hotel, with whom I never negotiated directly.I need to recover my money, as my credit card company did not resolve the dispute, stating that both companies justified the charge or service.
Business Response
Date: 12/18/2025
18 December 2025

Better Business Bureau
REMOVED, REMOVED& REMOVED
Complaint Department
RE: Expedia Case # REMOVED

Dear Better Business Bureau,

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

Expedia is responding to the consumer complaint from REMOVED(BBB case number REMOVED) regarding a hotel reservation.

Our records indicate that Ms. REMOVEDbooked a hotel reservation at REMOVED;under itinerary 72065574743582 for USD REMOVED. We understand that Ms. REMOVEDis requesting a refund due to double charges.

We sincerely apologize for the trouble this may have caused. Upon review, we confirm that Ms. REMOVEDcontacted our support team on October 27, and our team reached out to the hotel. The hotel initially confirmed the issue and informed us that they were processing the refund, which was expected to reflect in the travelers account within 7 to 10 business days.

However, following Ms. REMOVEDrecent complaint, we contacted the hotel again to verify the refund status and were informed that, due to an error, they were unable to process the refund. Therefore, considering the delay, we have now processed the refund from our end in the amount of USD REMOVED back to her REMOVEDcard ending in 1006. This amount should reflect in her account within 7 to 10 business days.

Additionally, as a gesture of goodwill for the hassle caused, we have credited USD REMOVEDOneKeyCash to her Expedia account, which can be used by referring to this link: REMOVED

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,
REMOVED
Global Traveler Resolutions Team
Customer Answer
Date: 12/18/2025

Hi BBB,

I'm satisfied with the business's resolution to complaint ID REMOVED.

Thank you.

REMOVED
Initial Complaint
Date:12/12/2025
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 November 1st, I received a one-time exception for a full refund of $2,098, being assured that I'd receive it in my account within REMOVEDbusiness days. It has been over a month, and every attempt to talk to them has led to 'wait 10 more business days.' I have been asking for updates, but they have not gotten back to me.
Business Response
Date: 12/16/2025
16 December 2025

Better Business Bureau
REMOVED, REMOVED& REMOVED
Complaints Department

RE: Expedia Case 23102810

Dear Better Business Bureau,

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

Expedia is responding to the consumer complaint from Mr. REMOVED(REMOVED) regarding the refund of the flight reservation confirmed.

Our records indicate that Mr. REMOVEDhad confirmed a reservation with REMOVEDdeparting on 15 Mar 2026 and returning on 28 March 2026. We understand that Mr. REMOVEDis requesting the refund as it was approved by the airline if a duplicate reservation at current rates were confirmed.

Upon receiving the complaint, we have reviewed the case details and found that our support team had connected with the airline for the name correction query. However, due to multiple airline involvement airline had denied the request. Airline advised Mr. REMOVEDto cancel and rebook the reservation.

However, after multiple attempts to persuade the airline, they finally provided the approval for the refund once a duplicate reservation with the same flights and current rate was finalized. The policies linked with the reservation should be same.

We have reviewed the records, and it reflect that the chat agent had called the Mr. REMOVEDto help him rebook the flights. However, with the registered email address we were unable to find the new reservation confirmed. Therefore, we request Mr. REMOVEDto please share with the booking reference and the registered email address which was used to finalize the reservation.

Also, as checked the refund for the tickets were processed on 01 November REMOVEDthe account within 7-10 business days. Please note the following mentioned points to track the refund on the credit card statement:

>Refunded to the card: XXXX-4723
>The refund amount reflects for each passenger: REMOVEDUSD per passenger.
>The refund will reflect under the airline name: REMOVED

If in case, Mr. REMOVEDis unable to track the funds with the above-mentioned details; we request him to please share a bank letter stating that he had not received the refund of REMOVEDUSD per passenger to the card ending with 4723 on a bank letter head. Once we received the documents, we will get the information verified. If verified, we will investigate 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,
Rajat
Global Traveler Resolutions Team
Customer Answer
Date: 12/16/2025

Hi BBB,

I'm satisfied with the business's resolution to complaint ID REMOVED.
I have double checked my account, and there has indeed been a refund.
I terribly apologize for this.

Thank you.

REMOVED
Initial Complaint
Date:12/12/2025
Type:Customer Service 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 10/1/25 - I booked 2 hotel reservations through Expedia totaling 3,771.58+1,174.40, as they were 2 hotel stays between Dec 25-Jan 2. I contacted Expedia on 12/11/25 to adjust the reservation to be 2 days shorter - essentially from 12/25-1/2 to 12/25-1/31. I did not ask for a full refund, I said Expedia credits to use for future use were OK. I called the hotel (The REMOVED) who said they are typically very flexible with requests like this, and to contact Expedia to resolve this. I contacted Expedia and they requested a full cancellation, which was then denied by the property. I am simply looking for 2 days cut shorter, not a refund necessarily either. I have been a loyal Expedia user for years and did not want to result to this, but this is a lot of money.
Business Response
Date: 12/17/2025
17 December 2025

Better Business Bureau
REMOVED, REMOVED& REMOVED
Complaints Department

RE: Expedia Case 23248784

Dear Better Business Bureau,

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

Expedia is responding to the consumer complaint from Ms. REMOVEDMarino's (24265213) regarding the changes to the reservation confirmed.

Our records indicate that Ms. REMOVEDhad confirmed a reservation with The REMOVEDResort & Spa for 2 rooms checking in on 25 December 2025 for 8 nights. We understand that Mr. REMOVEDhad stated had requested the refund of the booking.

Upon receiving the complaint, we have reviewed the case details and found that the frontline team had connected with the property for the cancellation as well as the changes to the reservation.

Please note that our system functions by canceling the initial reservation and creating a new one for the chosen dates when you modify a booking for N days. This process usually results in higher price difference while processing the changes as the rebooked room will be at an updated room rate. The price of all the traveler products around the world are dynamic in nature.

We understand that you had contacted the front desk, who advised that the changes would be possible. However, as a travel partner, we are required under the contract to connect with the reservations team directly for any modifications to a non-refundable reservation. The property's reservation team is the decision taker in this case.

Therefore, the frontline team requested the cancellation of the two nights from the reservation, which would have resulted in no price difference and a refund for those two nights. However, this request was denied.

We also requested the property to proceed with the changes with the price difference in the room rates, which would have resulted in a lower refund amount. But the reservation team denied the request again. As per the response received from the property, we will be unable to make the changes in the reservation.

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: 12/17/2025

Complaint: 24265213

I am rejecting this response because:
I am asking for a resolution or option that do not involve a refund, just credit.

1. Full cancellation of the REMOVEDhotel booking with Expedia credit so I rebook either at that hotel or a different hotel in the area. The hotel appeared to be able to accommodate this on their part, so I am unsure why Expedia cannot do this. It has been my typical experience that hotels are flexible on their end with these sorts of requests. This is leading me to want to book through hotels directly and not use Expedia any longer as this is causing stress on my family.

Sincerely,

REMOVED
Initial Complaint
Date:12/11/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked an all-inclusive family vacation package from REMOVEDto REMOVEDon Nov 10, 2025, traveling Mar 15 - Mar 21, 2026. Upon entering REMOVEDas a general destination, Expedia site took me to a list of hotels all over REMOVED. I found a hotel that I liked (located in REMOVED) and selected it. The site then took me to an entire list of flights to REMOVED, so I selected an option and checked out. After a few days I started making arrangements for airport pickup/ drop-off to/from the hotel, and was shocked to learn that REMOVEDis 11 hours drive away from my chosen destination! At that point, I made multiple attempts to appeal to customer service and was "escalated" to a "supervisor" who refused to help, saying that it was my fault for not noticing the flight to REMOVEDupon check-out. However, as a customer who specifically searched for a vacation package, it's reasonable for any customer to expect REMOVEDsystem to produce a compatible pairing of flight and hotel destination, and not expect a flight to land 845km away from the chosen destination! This is not a usable product and a misrepresentation of a "vacation package" as sold. It is also unreasonable for Expedia to expect the customer to somehow be well-versed with all the airport locations in a foreign country and catch a hugely mismatched package produced by the system when they are buying a "vacation package"! In the end, after weeks of trying to find a resolution with Expedia and the airline, I had no choice but to book additional connecting flights to and from REMOVEDcosting me time from work, REMOVEDand a lot more added cost. It would be fair for Expedia to provide a full refund for both the original flight and the connecting flights that I had to arrange to accommodate Expedia's mismatched product, and provide us with a direct flight from REMOVEDto our destination in REMOVEDfor the same cost that we originally paid.
Business Response
Date: 12/16/2025
December 17, 2025

Better Business Bureau
REMOVED, REMOVED& REMOVED
Complaint Department

RE: Expedia Case # REMOVED// BBB Case REMOVED

Dear Better Business Bureau,

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

Expedia is responding to the consumer complaint from Ms. REMOVED(BBB case number REMOVED) regarding a package booking.

Our records indicate that the traveler booked a return flight as combined one-way fare to REMOVEDfrom REMOVEDwith departure on March 15 and return on March 20, 2025,under the itinerary number REMOVED. We understand that Ms. REMOVEDis requesting a refund or a direct flight to be booked to the hotels location.

Upon further research we reviewed our records and could not find any discrepancies in the reservation. The details of the selection, including the flight and hotel are visible on the final page before confirmation. We urge all our travelers to review the booking details before proceeding with the confirmation.

We tried reaching out to the airline to secure a waiver for full refund however,we did not receive a favorable response. As a result, we are unable to offer any alternate arrangements on the reservation. We understand that this resolution may not align with Ms. REMOVEDexpectations. However, as a travel facilitator for this booking, Expedia is bound by the policies established by our travel partners and is unable to override them.

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,
REMOVED
Global Traveler Resolutions Team
Customer Answer
Date: 12/16/2025

Complaint: 24264101

I am rejecting this response because:
Expedia mentioned that I had booked one-way flight from REMOVEDto the final destination, REMOVED, as if this booking somehow shows that I accepted the original mismatched package. However, the original package was booked on NOVEMBER 10th where Expedia paired my flight destination 845km away from my chosen accomodation! Then after weeks of trying to resolve with Expedia who refused to take responsibility for misleading product labeling and services, I was then forced to book the connecting flight on DECEMBER 10th, otherwise, I would lose $5400 already spent for canceling the initial package booking. Again, it is not reasonable to put the onus on the customer to check a package that misrepresented the intention of the sale, which is supposed to pair together flight and accomodation that is USABLE to the customer. This is a clear misrepresentation for the product, when sold as a vacation package! If this is not rectified by Expedia, further complaints will be filed with the REMOVEDfor false & misleading representation, deceptive marketing practices, and material misrepresentation of a product / service. Additionally, escalation will continue with media outlets & social media. What we are looking for, is for Expedia to credit us back the full amount of the original flight plus the connecting flight that we were forced to make otherwise we'd lose all our money if we cancel. Furthermore, to rebook us for a direct flight from REMOVEDto REMOVED, since in our original booking, "direct flight" was chosen in the package filter!

Sincerely,

REMOVED
Initial Complaint
Date:12/11/2025
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 for Dec. 11, 2025, but Expedia's website changed it to Jan. 22, 2026 upon checkout. We did not realize this until trying to check in, and Expedia claimed there would be a fee DOUBLE the hotel room rate to change it, despite it not being our fault. The customer service agent then hung up on us.
Business Response
Date: 12/15/2025
15 December 2025

Better Business Bureau
REMOVED, REMOVED& REMOVED
Complaints Department

RE: Expedia Case 23079556

Dear Better Business Bureau,

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

Expedia is responding to the consumer complaint from Ms. REMOVEDSmith's (24263406) regarding the refund of the reservation confirmed.

Our records indicate that Ms. REMOVEDhad confirmed with Staybridge Suites Flowood REMOVEDby REMOVEDchecking in on 22 Jan 2026 for 1 night. We understand that Ms. REMOVEDhad requested the refund of the booking as she had selected the wrong date while confirming the reservation.

Upon receiving the complaint, we have reviewed the case details and reviewed the booking session of the reservation confirmed. We can confirm that the date selected was REMOVEDJanuary 2026 while searching for the room. Also, the summary page right before finalising the reservation does reflect the date of the January 2026.

It is imperative to note that when travelers choose to self-book a reservation, they take on the role of their own travel agents, responsible for verifying the accuracy of their reservation details. The booking details are displayed for confirmation both during the process and right before the reservation is finalized.

Despite the non-refundable policies of the reservation, we had attempted to connect with the property, but we have not received a positive response. As per the findings on the case, we will be unable to process the refund of the reservation.

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: 12/15/2025

Complaint: 24263406

I am rejecting this response because:
I selected the correct dates, and Expedias system changed them upon checkout. I understand being my own travel agent, but I shouldnt have to also be tech support and look for glitches in THEIR system. We booked this the night before the hotel was needed, and the idea that I would even accidentally choose Jan 22 is ludicrous.
The agent my wife spoke to briefly tried to contact the hotel (which my wife was currently standing in), and then the agent supposedly got disconnected. The agent also supposedly tried to call back, but my wifes phone never rang.
The REMOVEDissue is either a bug in Expedias system OR an intentional method to defraud customers. Either way, REMOVEDshould ABSOLUTELY take responsibility and issue a refund.

Sincerely,

REMOVEDII
Initial Complaint
Date:12/11/2025
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 was dealing with Expedia as a company and through them REMOVEDwas the rental car company I tried to deal with. REMOVEDwas unable to assist me without asking for $1000.00 deposit. I was trying to use a credit card and the virtual agent couldn't get it to work. They are telling me that my $396.00 down payment that I had put down to reserve no longer than an hour before would not be returned to me. Contacted Expedia and they said they couldn't contact the vendor for a refund approval. Not sure where to go from here.
Business Response
Date: 12/16/2025
December 16, 2025
Better Business Bureau
Expedia REMOVED, REMOVED& REMOVED
Complaint Department

RE: BBB # REMOVED/ Expedia Case # REMOVED

Dear Better Business Bureau,

Thank you for taking the time to contact Expedia regarding a complaint received from our customer. We appreciate the REMOVEDallowing us time to address the comments and concerns brought to our attention.

Expedia is responding to the consumer complaint from Mr. REMOVED(BBB Case #REMOVED) regarding a refund request for a car rental reservation booked through Expedia because the car rental asked for USD 1000 deposit.

We have processed a full refund for the reservation in amount of USD 396, and it will reflect in Mr. REMOVEDcard ending with 2761 within 710 business days, depending on his financial institutions processing time.

Additionally, upon contacting the car rental partner, we validated that the authorization hold policy is:
USD 200 for credit card transactions
USD 500 for debit card transactions

However, we have noted down this incident and shared it internally to help prevent similar situations for future travelers.

We appreciate the BBBs assistance in facilitating this communication and thank Mr. REMOVEDfor his patience and understanding. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Regards,
REMOVED
Global Traveler Resolutions Team
Expedia Group
Customer Answer
Date: 12/16/2025

Hi BBB,

I'm satisfied with the business's resolution to complaint ID REMOVED.

Thank you.

REMOVED
Initial Complaint
Date:12/11/2025
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 checked into the hotel on October 31st 2025 for a one-night stay. I was immediately forced to vacate the premises and checked out after only 30 minutes because the room and facility were uninhabitable and unsafe.Specific Issues Found: Severe Pest Infestation: The room had a visible and severe REMOVEDinfestation (I observed five roaches within 30 minutes of entry). Broken Amenities: The in-room television was entirely non-functional. Safety and Neglect: The exterior of the building showed poor maintenance (large spiderwebs in hallways), and there was suspected drug activity in the parking lot, which made me feel unsafe.2. Refund Obstruction:I did not utilize the room for lodging. The hotel staff instructed me to contact Expedia for a refund. However, Expedia was unable to process the refund because the hotel manager was unresponsive or refused authorization.3. REMOVEDhotel manager later replied to my public REMOVEDreview with false information, deliberately claiming I stayed the entire night. This action is actively misrepresenting the facts and obstructing my legitimate refund claim.Desired Resolution: My primary intention is to receive a full refund for a service that was paid for but completely not REMOVEDintention is to ensure that no other customer spends their money at this establishment and potentially exposes themselves to these unsanitary and unsafe conditions. Finally, due to the severe health and safety hazards, I have filed a formal complaint with the REMOVED(DBPR). My intention is for the REMOVEDto investigate the hotel's licensing and sanitation standards, with the goal of having the facility temporarily closed until it can be proven safe and compliant for guests
Business Response
Date: 12/15/2025
15 December 2025

Better Business Bureau
REMOVED, REMOVED& REMOVED
Complaints Department

RE: Expedia Case 23078664

Dear Better Business Bureau,

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

Expedia is responding to the consumer complaint from Ms. REMOVEDFurtado's (24257356) regarding the refund of the reservation confirmed.

Our records indicate that Ms. REMOVEDhad confirmed with HomeTowne Studios by REMOVEDOrlando * Casselberry checking in on 31 Oct 2025 for 1 night. We understand that Ms. REMOVEDis requesting the refund of the reservation as she had checked out early due to unsatisfactory room provided.

Upon receiving the complaint, we have reviewed the case details and found that the frontline team had attempted to connect with the property several times for the refund for the reservation. However, we have not received a refund till date.

However, Ms. REMOVEDbeing a Gold member with us, we have processed the refund of the reservation as a gesture of goodwill. A refund of REMOVEDUSD has been processed to the card ending with 8521. The refund will reflect in the account within 7*10 business days. Also, the rewards used while confirming the reservation has been added back to the Expedia account.

Moving forward we advise Ms. REMOVEDto check the reviews of the property before finalizing the reservation. The reviews will help her in selecting a better property for her stay.

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: 12/19/2025

Hi BBB,

I'm satisfied with the business's resolution to complaint ID REMOVED.

Thank you.

REMOVED

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