Expedia
Reviews and Complaints

We have had to cancel some flight we booked with BA through Expedia. I was going to put a claim through our travel insurance but Expedia offered a free cancellation and would issue a flight credit instead. Thought this was great! How wrong was I?!

When we have come to use the flight credit Expedia have made it nearly impossible for us to use this credit. We found the flights we wanted to use it for roughly costing about £4,000 in total as a new booking. When trying to use the credit this cost jumps up to £11,000! So we are actually better off making a new booking than using the credit.

We've tried lots of different flights and all end up the same - them trying to charge us crazy money. Those costs are not affordable for us.

We've tried to resolve with Expedia and BA directly and no one wants to help or offer any support whatsoever. Expedia blame BA and BA blame Expedia.

We've now asked to have our childrens credit transferred to the adults to make it more affordable for us to use. They have refused to do this which I don't understand since the children wouldn't be able to book a flight and use this credit themselves.

I booked a fully changeable/cancelable hotel through Expedia on November 18th. On November 19th, I found a lower rate through the hotel website. I called Expedia and spoke to an agent to cancel it. She advised me she could offer me the same rate as the hotel and change my reservation free of charge. I specifically asked her if the new rate was refundable/cancelable. She said yes. I made the change. As it turned out, I had to cancel the reservation and I did so within the cancelation period. When I called Expedia, the agent advised me that it was nonrefundable (the hotel would not refund it - she blamed the hotel). I called the hotel and spoke with the manager and he advised me that it was indeed refundable and even sent me the refund notice that he sent to Expedia. Expedia refuses to refund me, even though they got their money back. I have been going back and forth since December with Expedia and Synchrony Bank to no avail.

I have booked 3 night stay with refundable hotel for Summer in Jan 2023

hotel price increased 60% in Feb 2023

i wanted to reduce 1 night so keep 2 night out of 3 nights

Expedia asked me for more money to reduce 1 night

their system will not allow me to redudce 1 night, all they do is cancel 3 nights and book again 2 nights a current price

200 x 3 = 600 paid in Jan

to change to 2 night i have to pay 40 $ in Feb 320 x 2 = 640

this is wrong as i have already paid now i am giving back my night to expedia for selling at higher price to next customer.

i can just keep 3 nights and leave hotel empty for 3rd night ( this is all for expedia business but hurting to cutomer and Hotel and next customer )

this will make current customer loose 1 night money

this will make hotel loose addition money for that night

this will make next customer not able to book that 3rd night

who made money expedia for not having to spend money to fix its WEBSITE

now in March hotel is sold out for Summer in march

so i can not even change to 2 nights as expedia Website and also 3 agents i called said there is no room available so you can not change reduce your 3 night stay to 2 night stay

i already have room i don't need a new room - we are current times or

let this BIG it company do what they do best take customer money and provide frustration and anxiety in return.

Helpdesk agent took 4 hours on the phone ( between 3 agents ) they are being paid by Expedia from our profit but who is paying me to be there on that call ?

Date of car rental booking is 02/03-05/03 2023. scheduled to pick 1100 on 02/03/23 and we arrive at 6pm…Usave cancelled our online booking because they say we were two hours late. Usave insisted start all over with new payment and paperwork which took quite a long time to complete. when we return home expedia charged us $70 extra and we were not inform.

I am absolutely disgusted in the way you deal with holidays, we have made a booking through you for an all inclusive vacation, we have paid the full amount which gave us a garden room, however a delux sea view room became available so we decided to to upgrade to it, the cost was $63 dollars which wasn't a problem, however to enable us to to that we had to pay a further £960

again so that we could obtain the room as your assistant requested, the $63 dollars would be taken out to pay for the upgrade and the remainder of the £960 remainder or what was left would be paid back. it was repaid into the account but the agent handling the process completely messed up the reservation and it was down graded to a bed and breakfast when we have already paid for all inclusive ! We leave on the 15th of march and i want this resolving ASAP, none of your staff can't seem to understand the situation as it is marked down as bed and breakfast only ! this is truly a shocking state of affairs from yoursevle's we will be seeking a heavy compensation from you, myself and my partner have suffered massive stress over this and i have spent countless hours on the phone and numerous emails back and forth.Our Ref is [protected] you can contact on Mr Scott Page [protected] i need to speak with someone who can sort this out, i am extremely dissapointed with your company a total let down to say the least.

My Email is [protected]@yahoo.co.uk

Good morning, i bought two air tickets on Expedia web last January 2023. The Expedia schedule is [protected]. The air tickets were of ViVa Airlines Peru and were schedule to depart on March 2nd (Today). But last Monday ViVAir cancelled all flights. I have lost my air tickets that cost me us$873.09 and all this issue ruined my vacation trip. I called Viva Air but nobody answers the phone, email and neither the webpage. I called Expedia and who answer told me Expedia has no responsibility. But for me Expedia has main responsibility in this issue because Expedia sold me a not reliable service. i Sorry but I feel that I trust Expedia and i have been cheated.

Thank you!

Contact Expedia customer service to ask assistance for changing date/time of flights. His name is "BOS" and he is so rude! He did not exert an effort to find another phone line to get in touch with airlines, he just kept insisting that number they provided with them is not working. I myself provided a number to him to reach out the airline and finally he reached the airline, but he wants me to call them to cancel my booking. He kept arguing with me that I should be the one cancelling coz it is not ticketed yet. I told him that is not my problem, I want to cancel my reservation that is less than 24 hrs but he is insisting that I should be calling the airlines to cancel it. He is so rude and argumentative, and he commented to his coworker that I am dramatic or finicky. What kind of service is that! He is asking anything he can help but there is NOTHING that he able to help coz he wants me to do his job. Is that kind of service Expedia has? So upsetting that there is a kind of service like that!

I booked accommodation on hotels.com and then wanted to change the payment card. I was informed by the agent that I would need to cancel and rebook but since I was within the free cancellation period so there would be no penalties so I confirmed.

I then rebooked using my proper card and a few days later had to cancel due to a family emergency. I was told I would have to pay a cancellation fee for this one to which I agreed.

I now have 2 nights cancellation fee that has been charged by the hotel.

I used the live chat and spoke to Rommel who informed me that since I was within the free cancellation period, there would be no penalties for either booking and these were simply preauthorisations that would disappear after 7 days

They have not and have now been charged.

Please find attached the conversations with your agents and a the charges by the hotel.

The hotel stay--TERRIBLE! I was bitten muliple times from head to toe from bed bugs.I woke up out of a dead sleep w/ burning, itchy red welts all over my body. I squashed one & immediately left a blood smear on the sheets. I immediately "jumped" out of bed & took the hottest shower I could stand. I left the property asap. Called Expedia 2/25, 2/26 & 2/28. They said since the property refused the refund, Expedia is too. I ended up leaving that property a little after 11pm. Obviously didn't stay their the whole night.

When booking a travel package, Expedia website automatically changed flight booking in the process of searching for hotel options, from my infant being from on-lap to reserving another seat (see video).

Secondly, the infant selection option appears only if selecting a "package" (not available, eg. when selecting "Stay" + "Flight", see screenshot) or buried in a menu on a following page. The latter is only clear when re-selecting the same passenger options again but only the follow up page.

Nor does the website does not make this selection clear at time of the booking procedure, and the result of the booking information on this in small font under passenger name in itinerary after the booking is complete.

Unfortunately this went uncaught until near time of flight, when checking in the airline.

The overseas support team, has not helpful/capable of issuing refund.

There is no contact point nearer to HQ in US.

A call to support resulted over1 and half hour, much of it with support agent to fish out the actual cost of the infant's ticket (there is no per-person flight cost breakdown in the trip itinerary) and to show there are issues with website.

I managed to reach the manager who insisted the selection was my choice and ultimately refused to issue a refund.

I have screenshot video on Expedia website replicating how this would have occurred at time of booking.

Cancelled my itinerary the same day it was booked on Expedia February 4 2023 for an American Airline flight, and have not received the total refund. Expedia says it was refunded to the airline and the airline says Expedia is who I need to speak with. I have been going round and round on this for three weeks to no avail. Each business points the finger at the other and I still have not received the full amount and evidently have just been robbed by some corporate computer.

Received an email on Presidents Day at 5:20am that my flight had been changed from 10:35am to 6:21am. Called customer service at 2:20pm on the next day and was told they would do nothing because I did not call them within 24 hours of the email being sent. There is no mention of any time restriction in the email. When I asked to speak with a supervisor I was told (after sitting on hold for 20 minutes) that one was not available, and I should call back "in a few hours".

Rental car booked for Ft Lauderdale Feb 11-18, Trip Itinerary #[protected] with U-Save rental agency. The day before our trip, my insurance agent (Erie Insurance) informed me that my insurance policy covered me while driving the rental car. Then upon reading the fine print from U-Save as to what documents I needed as proof, I noticed that they only recognize the "top 10 insurance companies". But Erie Insurance was not listed, so I called U-Save about this fact. They recommended that I buy insurance from them at $30/day. I then asked them if they accept Expedia insurance that you had sent me at $10/day. U-Save said they would accept Expedia Insurance, so I then paid $80 for the Expedia Damage Plan itinerary #[protected].

After arriving at U-Save, my experience was a nightmare. I waited over 90 minutes to see the lone representative who informed me that I needed to buy their insurance for $30/day. He insisted that the Expedia insurance was insufficient to rent their car. While waiting in line, I noticed that every customer got fleeced for the U-Save insurance at $30/day plus Sunpass for $15/day. I walked out without getting a car and used Uber for my trip. The next day I tried to then cancel my Expedia insurance, but was unable. I am disappointed and will never use U-Save again. Dito for your insurance. John Herr

Saturday 02/11/23 -Contacted to reschedule due to severe family illness. Expedia promised to call resort when they opened Monday in time for either a full refund, or at least a standard policy penalty of only two days out of the 7 we booked months earlier. I was unable to contact the hotel until Expedia had done their part to release the reservation

Miguel -Expedia (02/11/23) - 2:39 PM

"Oh no there is an issue now, it seems that reservation department is close at this time, they are available from Monday to Friday, so in this case I can assign this to my team and WE WILL CALL THEM BACK ON MONDAY to request the full refund" (THIS DID NOT HAPPEN)

me (02/11/23) - 2:50 PM

"okay that will be fine...hopefully we can get a full refund and rebook with them...if not we'll just cancel and then start over again...is this correct procedure?"

2:52 PM

Miguel- Expedia

"sure but you will just need to get the email confirmation first to cancel the hotel portion" (THERE WAS NO EMAIL CONFIRMATION EVER SENT BY EXPEDIA OR THE RESORT)

me-

2:52 PM

oh, okay, sounds good...

Expedia then emailed us saying the hotels policy did not allow a refund of any kind. This was on Wednesday 02/15/23 which now indicated we we "no-shows" and not due anything back.

When I called the resort on Monday morning they were not allowed to work with me as it was a third-part booking. Expedia cost us almost $4,000.00 because they did not cancel this reservation as they said they would. The cancellation time was valid until 02/13/2023...plenty of time. They dropped the ball and then blamed us for the hotels policy.

Full refund as per resort policy- Cancellations and no shows are charged two days stay plus taxes.

As of 02/18/23 the booking has STILL not been cancelled

From Expedia booking site-

Cancellations or changes made after 11:59pm (property local time) on Feb 10, 2023 OR NO-SHOWS are subject to a property fee equal to the FIRST AND SECOND rates plus taxes and fees.

I purchased through Expedia. ca an airline ticket from Ottawa to Whitehorse on Jan. 7, 2023. Expedia itinerary number: [protected]; Air Canada Confirmation code: 2PHECZ; Expedia. ca Confirmation code:2PHECZ.

Departure from Ottawa (flight number AC345) was delayed by 2 hours due to "electric issue" according to the captain, resulting in missing my connection in Vancouver to flight AC8103 to Whitehorse. I was rebooked on flight AC8099 on Jan. 8.

Air Canada refused to pay for a hotel in Vancouver and I had to pay $173.99 for a room at Quality Hotel Airport South on Jan. 7. VISA Receipt number: C84134419-[protected]. Further more I had to pay for the night of Jan. 7 the sum of $125.46 at the Sternwheeler Hotel in Whitehorse also booked for14 days through Expedia. ca.

I am therefore requesting a reimbursement of $299.45

Thank you for your prompt attention to this matter.

Laszlo Szabo

1010 Plante Drive

OTTAWA. ON. K1V 9E6

[protected]

[protected]@sympatico. ca

Good evening, my flight was booked from Montreal to Toronto and Toronto to Boston on October 19th, 2022.

Since my flight from Jamaica was delayed, I could not get a flight from Toronto to Montreal on the night of the 18th. I spoke with a representative about the issue and I told them since I am already in Toronto, I will catch the flight in Toronto, but I was surprised while I was on my way to learn that I could not take the flight in Toronto so I end up losing the ticket.

Hope someone can help to get reimbursed.

Thanks

Jonel

On January 3rd, I went on the Expedia website looking to rent a car to drive to Georgia to take care of my mother’s estate who recently passed away. Under the duress of dealing with my mom’s death, I planned my trip. I was pleased to find a Midsize SUV for a weekly rental on the Expedia website that was within my budget. The website stated in bold green letters, “No surprises! Here’s a breakdown of your price: Due today - $78.98; Due at car rental counter - $83.09 and the total amount for the week would be $162.07. It also stated beside a bold green check mark (Unlimited mileage). [I have the screenshots that I can provide you with that shows all of this]. With the above information, I booked the rental.

On Tuesday, January 10th, I received a confirmation email from NextCar. In that email, it stated that I would only be allowed 50 miles per day. Two hours before I was scheduled to pick up the car, I received a text message asking me to reply with any questions or to cancel. I replied stating that the rental agreement I signed up for stated “Unlimited mileage”. At that point, I was informed that as a Florida resident, I would only be allowed 50 miles per day. This was followed by a text stating that I could activate the unlimited miles service in the office when I picked up the car for $19.99 per day. I needed the car, so I went to pick it up and was going to reluctantly pay the additional cost of $19.99 per day. However, when I arrived at the NextCar counter, I explained my situation only to be told that there was an additional $300-$400 charge to take the car out of the state of Florida. I asked to speak with the manager, but the manager did not have time to speak with me as she was leaving and there was no other manager on duty. Unable to resolve the issue, I canceled the rental reservation. When I asked for my deposit back, I was told to contact Expedia as they were the ones who charged me.

I have communicated twice on the phone and five times through email with employees of Expedia regarding this matter. All communications have resulted in me being denied a refund claiming that NextCar would not approve the refund. Each time I was referred to the NextCar website where under rules and restrictions it states in the fine print, “geographical restrictions may apply, even for rental contracts that feature unlimited mileage. Some rental companies do not allow you to take their vehicles across certain domestic or international borders, or may apply an additional charge to do so”. The problem that I have with this whole situation is that when the reservation was made there was an emphasis on the price (it stated that there would be no surprises) and emphasis on the unlimited mileage. There was no asterisk or comment stating that restrictions applied. When these are stated in bold and says "no surprises" why should I need to go read the fine print that has ridiculous hidden charges.

I don’t even understand why Expedia is trying to get the money from NextCar when Expedia is the company that charged me $78.98.

05/02/2023
Good morning/afternoon/evening

The ombudsman has asked us to send a courtesy letter to give Expedia a right to reply regarding our complaint about a refund we have been fighting for since 2020. We are giving 48 hours from the date of this letter for the reply to be sent and if we do not receive a reply within this time frame, we would assume you are not making any further comment. On 25th January my husband Steve White was at work and while he had a few minutes spare he decided to start an online chat with a staff member from Expedia about a flight credit we have had sitting with them since January 2020.

During the conversation he was told we only had until 31/01/2023 to make a booking, but how could this be possible as it was only 6 days away but then he clarified and mentioned, the designation travel needed to be completed no later than 31/12/2023. As I was at home, he texts me to call Qantas to see if this was correct. Qantas advised me we were able to use the credits by 31/12/2023.

I relayed this message back to my husband Steve, as he was on the phone talking to Expedia by this point with a staff member as they called him to discuss his enquiry. The staff member then sent Steve an email advising us we had until 31/01/2023 to make a booking and the travel needed to be used within 2023. We accept that the email was sent on the 25/01/2023. However, the staff member from Expedia mentioned if we were not happy with this, we can contact Qantas direct to discuss further. After the email was sent, we contacted Qantas once again and were advised to contact Expedia again and ask the staff member to be in contact with “QANTAS AGENCY CONNECT” as they can get a special code to provide us with a refund. I was very concerned at this stage also, as Qantas mentioned all flight bookings made from 31/01/2019 to on or before 31/12.2021 had until 31/12/2023 to be used. Why were Expedia telling us we had to use them by 31/01/2023.

In the afternoon/evening of the 25/01/2023, I Tracey White called Expedia once again and asked the staff member to complete our request based on the advice given from Qantas. The staff member told me she will be sending an email to the above department and to allow 48 hours for a reply to them and then an additional 24 hours later we would receive our correspondence with the outcome. So, in total, we had to wait 72 hours for them to get this code. On the 28/01/2023, my husband Steve, logged into his Expedia account and noticed all credits had been removed, no itinerary number was available to use as a reference nothing. In the afternoon/evening of the 28/01/2023, I contacted Expedia again to see if there was an update on our refund.

I provided the Expedia staff member with Booking ID V4PHFO as we always did in the past, they were not able to find anything. I then provided an itinerary number [protected] with no luck. I was asked to give the email address of the account, Stephen. [protected]@gmail.com and they were still not able to locate anything.

As Qantas was able to provide me with the ticket numbers previously, I asked would you like the number and again she was not able to locate our details. Ticket number [protected], [protected], [protected]. Steve’s mobile number was also not able to locate our details, [protected]. We were asked to escalate the concern and a staff member from Expedia would call back. There was no follow-up call so on 29/01/2023, I called back to again provide all the above details with no luck.

Again, a staff member saying it had to be escalated for the code. Every time we called Expedia, we reiterated we needed the code before the 31/01/2023 as we needed to make our booking by this date. On the 30/01/2023, I spent a few hours (3 hours) on the phone to be told again it needed to be escalated and someone would call us back. Again no one called back, so after work on 31/01/2023, I Tracey, called Expedia again to ask if there was a code, on the phone for approx 4 hours to be told at 9.30 we were not getting a refund as per an email that was already sent to us on the 25/01/2023. We have never declined that email was sent, but Qantas suggested after the fact we complete another process to get a refund.

On the 31/01/2023 once the staff member emailed us declining our refund, we said we would make a booking – he declined to do that and said our money has been lost. We continued to challenge the staff member for an additional 2 hours, so in total 6 hours being on the phone with Expedia on the 31/01/2023. The staff member told us our credits expired on the 31/01/2023 but we had to make a booking by the 30/01/2023 as they need 24 hours to process the request.

At no stage, from the 25/01/2023 to the 31/01/2023, did any staff member mention to us, we needed to book by the 30/01/2023 as they need 24 hours to process. The staff member was rude, arrogant and kept referring to the email sent on the 25/01/2023, but would not acknowledge that additional phone calls were made after this email with recommendations from Qantas to follow to get a full refund. The staff member told us on the 31/01/2023 “TO BAD” we have lost our money regardless of us continuing to argue our case – Steve rang Qantas and was told the tickets are still in an open status and all travel agents need 24 hours to process any flights. We were never told this in any of our conversations with Expedia.

We also want to mention that at no stage from Jan 2020 to 25/01/2023 did Expedia contact us to advise us of the expiration date of the flights. Our flights were cancelled due to not being able to fly due to Covid-19. Qantas have also mentioned to us that the travel agent would be the company holding the funds, and Expedia is telling us Qantas are holding the funds. Qantas mentioned that as Expedia is our travel agent, they needed to assist us in all our inquiries, but Expedia continued to refer us to Qantas.

The resolution we are after is a full refund of the flight credits totaling $3223.16 (this is including all taxes). Just to reiterate we are giving 48 hours from the date of this letter 05/02/2023 for a reply and if there is no reply by the 07/02/2023 we will be referring this complaint to the ombudsman as per their request. Tracey and Steve White

Apparently Expedia is still working on getting me a refund from Aerolineas Argentinas, from last year!

My flights were on Nov 26, 2022 and Dec 8, 2022. I emailed Expedia on 11/01/2022 cancelling the flights b/c Expedia was taking to long to rebook the flight changes. Expedia emailed me a quick update, we’re still working your Refund request with Aerolineas Argentinas. We know you’re hoping to hear back on this, and we’ll reach once they respond.

We will continue to follow up with the airline about your request and will provide another update within the next 72 hours. Thank you for your patience. Please reach out if you have any additional questions – we're here for you and want to ensure you have a good travel experience.

My mistake was that everything was cancelled and fine. Apparently not. Still can't get a refund b/c Expedia did not cancel the flights. I even paid Expedia another $30.00 transfer to get another flight. Lost that money too.

Very disappointed b/c I travel a lot and would love to use Expedia but this has been ridiculous. Every time I speak with someone at Expedia, I have to tell this story all over only to be told to wait another week ad see if there is an update.

Booked room thinking it was motel 6 reservations board. I later was told it was Expedia. 15.99 booking charge. I was give a 64.00 night rate and 19.99 taxes. I was never told of 15.99 charge until I checked my card. When we got to this motel 6, room lights didn't work. Next room, no shower curtain and no way to take a hot bath. I was told during booking that room can with fridge and microwave. No microwave in any room! Public microwave in lobby area. Coffee, but you have asked for a cup if you want coffee. Coaches in room!

I will never stay at this motel 6.

Richard Dallas.