Complaints
This profile includes complaints for Expedia.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 7,496 total complaints in the last 3 years.
- 2,890 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/17/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello BBB Team,Thank you in advance for your assistance with this request. I recently booked a vacation package through Expedia.com for travel on 8/29/22 - 9/1/22 to ********************, ****** from ******, ** with a hotel reservation through ************************************. On 8/28/22, the day prior to travel, as I was checking into my flight, to my surprise I realized my daughters passport was expired and we were unable to travel. I immediately contacted Expedia and they canceled my flights and were able to provide a voucher for the flights. However, my hotel booking is still an open issue. I have spoken to numerous Expedia reps they state that Hyatt is not willing to provide a waiver to their policy and that a refund is not possible. They have been communicating on my behalf and I've advised Expedia that if a refund is not possible then to please attempt for a voucher but unfortunately that has not been communicated. Therefore, I decided to reach out to Hyatt myself and I received an email (attached) from Hyatt advising that they never received payment from Expedia therefore they are not able to provide a refund or voucher. The amount of the hotel is $1,508.66 which is alot of money for me. This was supposed to be an early birthday trip and first mother and daughter vacation which unfortunately due to the circumstances did not happen. At this point, I am looking for any type of compromise so I am not at a complete loss. Even if I can get partial credit. Unforeseen situations happen and I would not have booked if I knew the passport was expired. I have provided the reservation details below and I'd appreciate any help on this matter. Thank you so much. Customer Name: ***************************** Hotel Confirmation #: ******* Booking ID: ********** Room Type: Ocean View King (with Sofa Bed)Check-in date: August 29, 2022 Check-out date: September 1, 2022
Business Response
Date: 09/21/2022
21st September 2022
Better Business Bureau
E.com - ******, ****** & Western **********
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 cancellation.
Our records indicate that **** made a hotel reservation at ************************************ All Inclusive from 29th Aug to 1st Sep 2022. We understand that **** is requesting a refund.
As per our knowledge, Hotel policy state that Cancellations or changes made after 11:59 PM local hotel time, Monday, August 15, 2022, are subject to a hotel fee equal to 100% of the total amount paid for the reservation. Unfortunately, **** requested a cancellation on their arrival date only.
As an exception, I have called the hotel to request a refund and I regret to inform you that they have denied this request as the cancellation was requested on the date of arrival. Considering the *** attachment which **** has shared along with the case. I have confirmed with the hotel, and they have denied the possibility of any waiver or refund.
Expedia serves as a third-party intermediary for our travel providers, such as *********** and our customers. As an intermediary, Expedia is not liable for refunds based on the actions of the travel providers. Accordingly, any refund that you may receive must be authorized or issued by the travel provider pursuant to their policies. Here, *********** is the travel provider with whom you made your reservation. *********** has informed us that they are not allowing a refund under their policies. We hope you can understand that we, as an intermediary, are bound by ***********s policies and their application of those policies in this case. Accordingly, we are unfortunately unable to accommodate your request.
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,
*************************
Corporate Correspondence TeamCustomer Answer
Date: 09/21/2022
Complaint: 18040377
I am rejecting this response because:I contacted the hotel the day prior to arrival, not day of. Expedia never advised to cancel immediately, they sent an email to the hotel instead. They did not attempt to request a voucher or change dates. They requested only a refund and never attempted to assist any other way. I was willing to lose a day of hotel as penalty or anything so it wouldn't be a complete loss. When I contacted ***** myself they were willing to work with me had they received payment. Per the email I previously attached, ***** advised that Expedia did not pay them so they were unable to process a voucher or refund. This is very disappointing as I I've been a repeat customer to both ******************** and Hyatt. Expedia can look up my account and see the number of purchases through them. It is disappointing they are not willing to work with their customers. I'd like proof that they paid *****. I feel like as soon as I contacted them to notify them I would not be traveling they withheld payment. I've also not seen any responses from the hotel advising they were not willing to make.an exception.
Sincerely,
************;Business Response
Date: 09/30/2022
30th Sep 2022
Better Business Bureau
E.com - ******, ****** & Western **********
Complaint Department
RE: Expedia Case #********
Dear Better Business Bureau,
Thank you for forwarding the consumer rebuttal from *************************** (BBB case number ********). We regret to hear **** did not accept our response.
We have reviewed the documentation shared by ************ and we have confirmed this information with the hotel, and they have denied the refund.
Please know that they are redirecting ************ to Expedia because she booked through however, we need approval from the hotel to process a refund and the hotel has already denied the same and charged us for the same booking.
Considering the fact that you had waited for so long and as a valuable customer, ****** points were added to your account, which can be used in the future while booking with us and further terms and conditions can be found within your account or you can refer to https://www.expedia.com/lp/b/exp-rewards-terms.
We're sorry however this is the best we can offer in this matter, and we regret that our response cannot be more favourable. We trust our position in this regard has been clarified.
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,
*************************
Corporate Correspondence TeamInitial Complaint
Date:09/17/2022
Type: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.
Filing a complaint about accessing a credit balance I have with Expedia for TD.- Booked round-trip flights via Expedia August 10th, 2022 (******* - **).- Returning flight (Air ******) - booked Flex Flight = $551.60 in case I needed to change the return date.- Subsequently, needed to change return date. Called Expedia to do this and was told it would cost me an additional $1,700 on top of what I had already paid ($551.60) - there was no cheaper option.- After much discussion and lack of explanation from Expedia on the reason for the additional cost ($1,700), I got them to cancel my flight and issue me an Expedia credit for $514.60 that I was told I could put towards a new flight. - At the time, I could see on Expedia that a return flight home was $396. I wanted to use my $514.60 credit towards the flight. Again, Expedia said I would have to pay a difference of $1,700 in addition to the credit.- As I needed to urgently book a return flight, I decided my best option was to leave the credit and hope to use it for another time. I booked my return flight separately on Oct 23 for $396.- I have proof of my credit in my Expedia account, but to use it I have to call Expedia for TD for them to book it, this also makes it difficult for me to take this matter into my own hands and apply my credit on my own.- My credit confirmation states that the flight needs to be departing from ****** and customer service reps are telling me it needs to be from ******.- After many phone calls with Expedia, I have found out that no matter when I try to use the credit within the allotted year, the change fee is $1,700 or more.- It is completely outrageous and nonsensical to have to pay $1,700 + $514.60 (my credit) for a one-way flight that we all know is significantly less than that.- I am asking that I get refunded my $514.60 onto my original payment method (TD Credit Card) as I do not want to have to work with Expedia on this matter anymore.Business Response
Date: 09/28/2022
September 26, 2022
Better Business Bureau
*****, **
Complaint Department
RE: Expedia Inc Case ********
Dear Better Business Bureau,
Thank you for taking the time to contact Expediafortd.com regarding an issue from our customer. We appreciate the ********************** allowing us to address the comments and concerns that have been brought to our attention.Expediafortd.com is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expediafortd.com is responding to the consumer complaint from *********************** (BBB case number ********) regarding their Air booking. We understand ********************** wanted to use her future travel credit with Air Canada; however, the difference in fare was higher than expected.
Our records show the customer trying to redeem their ********************** credit with Air ****** on 31st Aug 2022 and per the airline policy our agent educated the traveler the difference in fare would have to be collected at the time of the rebooking, which ************ declined.
While we do not see any error on behalf of Expedia, weve offered the option to request an Air Canada travel voucher with no expiration date and have offered a 20000TD points as a goodwill gesture. This has been accepted by **********************, The Voucher may take up to 10 weeks to be issued and the information sent to the customers email by Air Canada, the redemption will be through their website. And for the points it will take 2 months to reflect on the customers account. Weve gone ahead and processed both requests as-well.
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.
******
E4TD Corporate Escalation Agent
Expedia For TDInitial Complaint
Date:09/17/2022
Type: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.
A trip to ******* was booked with Expedia from 9/3/22 to 9/16/22 for a hotel stay at *****************************. when we got to the hotel the rooms were incredibly unsanitary the pipes fell off the wall and left a giant gaping hole along with dirty sheets , floors and bathroom. We called Expedia and reported it the 1st day of our vacation and also contacted the hotel and nothing was done and we were not moved from the rooms. We then requested to be placed in a different hotel because of safety concerns due to the fact that there was no security where we were and that the keys they gave us opened all the doors. we slept with our bags against the door because we all feared for our safety and was there for 3 nights and because Expedia failed to answer any of our concerns and complaints we were stuck there. We are all women mind you and there was only so much we could do to fend for ourselves. Expedia never responded to our constant request to be relocated to a new hotel. the hotel finally moved us to a more *********** and we asked to get our money back for the stay. None of the representatives Ever followed up with our request. Our safety was compromised and Expedia had no concern at all. I have the videos of the opening doors to prove it.Business Response
Date: 09/21/2022
September 21, 2022
Better Business Bureau
******,****** & Western **********
Complaint Department
RE: Expedia Case #********
Dear Better Business Bureau,
Thank you for taking the time to contact Expedia regarding an issue with 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 ***************************** (#********) regarding your hotel reservation.
Our records reflect your hotel reservation with ***************************** - All Inclusive was completely used (List the booking details related to the customers inquiry). We understand ***************************** is requesting a refund.
After receiving your request, we have tried contacting the hotel to advocate on your behalf to request any compensation for the issues you faced. But the hotel has denied any compensation as you have used your reservation including all the services provided.
As an intermediary, Expedia is bound by the hotels policies and their application of those policies in this case. Accordingly, we are unfortunately unable to accommodate ******************************* request.
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,
*****************************
Corporate Correspondence TeamCustomer Answer
Date: 09/21/2022
Complaint: 18040088
I am rejecting this response because: the stay during the 1st few days of our stay was terrifying and our safety was ignored countless times we have video of the doors opening . We were stuck at the hotel because we did not have an alternative. This is unbelievable considering we had to shower in the neighboring room and the doors were opening. I want a refund for the days we were placed in those disposable conditions. We could not of used the facilities in our rooms because the pipes were literally off of the wall the place was disgusting and unsanitary as a healthcare Provider Im appalled at how anyone could have *** places in those conditions.
Sincerely,
*****************************Customer Answer
Date: 09/22/2022
Good afternoon,
This is one of the videos of the doors opening at the hotel. They ignored our request for days. we were ladies traveling to this hotel alone and our safety was put at risk. The balcony doors also were not locking and the conditions were filthy and even had roaches. Expedia advertised the royal Decameron as a ************ when we got there to our horror the rooms were unsanitary and unsafe.Initial Complaint
Date:09/17/2022
Type: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.
Attempted to purchase flight tickets and a rental car between the dates of 09/15 & 09/16, as their website keep showing processing but the transaction would not go through. No email confirmation to show it had went through. Contacted my credit card and they said the payment had not come through as of yesterday. Well wake up the morning of 09/17 to 22 TWENTY-TWO different charges from Expedia resulting in thousands of dollars maxing out my $5000 credit card. I made several attempts to call Expedia over the past few days for assistance, unable to get through their automated system to resolve the problem. Finally able to contact them via chat online today and the resolution was nothing was ever purchased but they did see the charges and they should potentially be fixed within 3 to 5 business days however they couldn't confirm that it would be fixed. Expedia took my money (multiplied by 22 instead of one transaction) without even providing the service requested.Hours of my time wasted, flight tickets have increased $400-$500 dollars so now out that money to purchase more expensive tickets while trying to resolve this issue and thousands of dollars take from my card. I simply want to get my money back immediately.Business Response
Date: 09/20/2022
September 20, 2022
Better Business Bureau
******,****** & Western **********
Complaint Department
RE: Expedia Case # ********
Dear Better Business Bureau,
Thank you for taking the time to contact Expedia regarding an issue raised by 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. ***** St **** (18039805)regarding package booking.
We have reviewed the account of Mr. ***** St **** but were not able to find any recent package that was booked. It seems that the package Mr. ***** St **** intended to book was not confirmed and the booking amount was put on hold for pre-authorization. This happens when either the bank is not able to release the charges to confirm the booking or the supplier is not able to confirm the booking on their end.
We would like to keep you informed that any amount that is put on hold for pre-authorization for any unconfirmed booking is reversed automatically within 5-7 business days by the bank of the cardholder and if the amount is not reversed, the account holder needs to contact their bank for the reversal.
We understand that Mr. ***** St **** had to go through this unlikely situation, we have added ***** appreciation points to Mr. ***** St ***** Expedia account.
Please note that the points come with terms and conditions, and we request you to have a look below:
Points wont expire if the traveler books at least once every 18 months.
Points can be redeemed for package coupons on all POS except Brazil, *****, Korea, and *******.
Points can be combined with coupons and other offers
The travelers can determine how many points they want to redeem and save the rest for later
Appreciation Points are returned if the booking is canceled or changed during the penalty-free period
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,
***************************
Corporate Correspondence TeamCustomer Answer
Date: 09/20/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. The 22 different charges that hit my credit card are pending a credit at this time. While this must have been an online booking issue, even though they will not admit any fault of their own. Expedia is correct that I did not have anything booked which is the problem because their website would spin and state "processing" but it never actually went through (the processing of booking that is) yet Expedia charged my credit card even without booking the items being purchased. When attempting to contact Expedia to discuss the issue it was impossible via phone however I was able to reach them via chat that still could not provide me with a contact number to talk to someone and would not escalate the high importance matter to a supervisor. This was a huge problem with thousands of dollars being charged and even indicated by Expedia "no booking was made". I am glad they actually respond to the BBB and that this is being resolved, most likely quickly due to contacting the BBB. I will continue to monitor my account to confirm all 22 charges are reversed.
Sincerely,
***** St ****Initial Complaint
Date:09/17/2022
Type: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.com advertises they book flights and coordinate travel when purchasing plane tickets. They did no such thing, they took payment for a flight but never booked the flight and then use foreign answer calling services to coordinate when situations go awry. This is not ok and they should not be allowed to conduct business in this manner. They need to be reprimanded and prevented from conducting business if this is how they operate.Business Response
Date: 09/20/2022
September 20, 2022
Better Business Bureau
******, ****** & Western Washington
RE: Expedia.com Case # *****
Dear Better Business Bureau,
Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
Expedia.com is responding to the consumer complaint from ***************** (18039839)regarding flight reservation for the itinerary 72336654871469.
Our record indicates that ************ booked a reservation using Expedia.com on June 30, 2022, and informed that the amount of $549.99 was charged for the flight tickets but the tickets were never issued.
We have investigated and contacted Condor airline who approved a full refund.The amount of $549.99 will get credited by Condor airline within 2 weeks in the original form of payment in the **** card ending with XXXX-****. Also, Expedia will refund the amount of $35.75 for the Flight protection plan purchased and the amount will get credited within 7 business days in the original form of payment.
We thank you for allowing us the opportunity to address the issues brought to our attention. At Expedia.com we take customer complaints and feedback seriously, and we strive to provide our customers with a great experience.
Sincerely,
********************
Traveler Service Resolutions TeamInitial Complaint
Date:09/17/2022
Type: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 package deal from this company including airfare and rental car. I booked a mid size sedan with full coverage insurance. Everything was good to go. Upon arriving in *********** rental car company called europcar we were immediately told that the car we already paid for was not available and they had no record of our reservation. The guy argued with me for 15 mins until we eventually said s**** it. He charged us over $300 extra plus **** deposit. Our rental should have already been covered as well as insurance. I still dont understand why we had to pay more. Reading reviews online about this company makes me sick. I should have read prior to booking but i thought with a name like expedia i should not have any issues.Business Response
Date: 09/22/2022
22September 2022
Better Business Bureau
E.com - ******, ****** ***** Western Washington
E.** - Mid-Western and Central ****
Hotwire - ************* ******** and Northern Coastal
Travelocity - **********, **
Hotels.com - ******, **
Orbitz - ******* ***** *********************************** ******* ***** ****************************** 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 the car rental service he booked with ************* car rental ( Europcar ) through Expedia.
Our records indicate that he made a package booking on 21 August 2022 through our website and booked a flight and car rental with the ******************* plan.
His car rental was booked under the confirmation code 2FOXI9 reserved for ******************************** .We understand Mr ***** is requesting for a refund as when he reached the car rental location he was informed that there is no booking under his name.
As per the findings, we can see that Mr ***** made a booking for car rental. We have contacted the ************* and they have informed us that they were unable to find any booking under the name ******************************** .
We understand that the traveler has a bad experience,and he was charged USD 300 even though he paid for the reservation USD ******.We are processing the full refund for amount he paid for making this car rental reservation with us. The refund of ****** USD has been processed to the travelers original form of payment (ending with ****). This refund will be credited to his account within **** business days.
Also for this troublesome experience, we are adding ****** bonus points to the travelers account registered with us under the email address - **************************** The traveler can use these points for his future bookings 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,
*************************
Corporate Correspondence TeamCustomer Answer
Date: 09/22/2022
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. Thank you yes i dont know why its under *********************. My account should be under ***********************. Thank you for adjusting
Sincerely,
***************************Initial Complaint
Date:09/16/2022
Type: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 couldnt edit my last submission but the photos didnt attachBusiness Response
Date: 09/23/2022
Insufficient information
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing ** time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from ****** Eilami ***** (BBB case number ********) regarding a booking. We understand ******************* ***** is requesting a refund.
Upon further research, we are unable to locate an Expedia account related to ******************* Sobbi complaint. We respectfully request that ****** Eilami ***** provide us with the email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address ****** Eilami ***** concerns.
If you have any further questions or concerns regarding this matter, please feel free to contact us.Initial Complaint
Date:09/16/2022
Type: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 have two airline credits through Expedia. We must book by the end of this year or they are gone. I have contacted them 3 days in a row and everyday I get a different answer. The first day after chatting for 2.5 hours, she wanted to charge a difference in price even though on the website the prices of the tickets matched the credit we had so I got frustrated and told her If she cant adjust it after staying on line for so long, I didnt want it. The next day I figured its just not worth it and Ill just pay the difference and they wanted me to buy two new complete tickets and then she will refund the money because there was a problem with the system and the credits didnt work. However I didnt feel comfortable doing that and for some reason we got disconnected. I had requested a supervisor to call me at 2 pm mountain time. The third day another person told me they have to contact the airline and I have to wait 7 to ****************************************************************************************************************** the supervisor called and I didnt respond. I told her that they called at 5 pm and not 3 pm and I wanted to schedule it again and she told me that she cant and its because they tried calling me already. At this point Im tired of the games and I just want my money back because a credit is not a credit. Its wasting hours and hours and not get torn any results.Business Response
Date: 09/20/2022
20sep22
Better Business Bureau
******, ****** & Western **********
Complaint Department
Dear Better Business Bureau,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ***************************************************** ** time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from ****** Eilami ***** (BBB case number #********) regarding a flight credit. We understand ****** is requesting refund.
Upon further research, we are unable to locate an Expedia account related to ******* complaint. We respectfully request that ****** provide us with the email address used to book the reservation, and the itinerary number.The requested information will enable us to appropriately address our customers concerns.
If you have any further questions or concerns regarding this matter, please feel free to contact us.Regards,
*********************
Corporate Correspondence Team
Expedia
Initial Complaint
Date:09/16/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have a credit of $1280 with Expedia for use on UAL. We have tried but find it impossible to reach a human to assist us with applying the credit to a flight to *************** in Nov. we spent over an hour on the the direct chat with an employee named ********** who was unable or unwilling to help us book the reservation, give us price quotes for seat upgrades, or apply the credit. Using their phone system is worse. The system wont recognize the cancelled itinerary number and as result, shut off any avenue to a human being. So we tried to make the reservation ourselves. Unfortunately, we cannot confirm whether Expedia is spelling my wifes name properly, they dont send ticketing info and their phone system doesnt recognize the new itinerary. This is the equivalent of a do loop with no way to verify name. After almost 3 hours trying to penetrate their automated system, we cant even for something simple as verifying ticket info, forget about upgrades. Can you help.Business Response
Date: 09/19/2022
20 Sep 2022
Better Business Bureau
E.com - ******,****** & Western **********.RE: Expedia Case # ********
We have reviewed the documentation and as per my investigation **************** have a confirmed reservation with united airlines please find below the details
Ticket number- 016-7835077102- MR. ***********;SIRKUS.
- 016-7835077103- MRS. ********************;******
Flight information- UA1217 K 07NOV 1 ***-*** 1241-1527
UA 315 G 09NOV 3 ***-*** 1358-1625
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,
*********************
Corporate Correspondence TeamInitial Complaint
Date:09/16/2022
Type: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 used a credit I had to rent a room for my employees on 9/3. When my employees arrived they called me and told me the room had been sold to someone else and I would receive an email which I did I contacted expedia and provided proof that the hotel cancelled my room not me and today 9/16/22, expeida reports they will not reimburse me because they cannot contact the hotel after trying since 9/14. Even though the hotel cancelled because they overbooked and I have provided an email! The room was rented under my employees name under my expedia account.Business Response
Date: 09/19/2022
19 September 2022
Better Business Bureau
******, ****** & Western Washington
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 Reservation.
Our records indicate that on 04 SEP 2022, ********************************* made a Pay Now Hotel reservation using reward points with HomeTowne Studios by Red Roof - ************************ for one night a total cost of ****** USD ( ********* Points).
After receiving this complaint, we have investigated further and found that booking was already cancelled as Hotel was overbooked and points were adjusted back to *********************************** Expedia account.
Expedia wants ********************************* to know that she is a valued customer and considering ************************************* experience, we have also added **** reward point to ************************************* Expedia account which can be used in future while booking with us and further terms and conditions can be found from within your account or you can refer to https://www.expedia.com/lp/b/exp-rewards-terms.
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,
***************************
Traveler Resolutions Team
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