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Expedia Complaints Summary

119 Resolved
1298 Unresolved
Our verdict: If considering services from Expedia with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Expedia complaints 1417

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7:07 pm EDT

Expedia Ground transportation booked and voucher issued for a company that is closed

Itinerary # [protected] I booked ground transportation with Go Airport Shuttle on June 10th. I arrived at the Airport in New Orleans on Sunday June 14th. The shuttle services desk was empty. I placed two calls to the shuttle number, was sent directly to voice mail. After speaking with drivers from other shuttle services, I was informed that the Shuttle Service had shut down in March. I called Expedia customer service and was placed on hold for over 30 minutes with no resolution. I paid $44 for round trip shuttle service from the airport to my hotel and back again. Instead, I had to pay $36 plus tip for a cab from the airport to my hotel and the same amount on Wednesday to get back to the airport.
Today, I again called your customer service number. After 15 minutes and no resolution to my problem, I asked to speak to a supervisor. I spoke to a supervisor who also did nothing. I asked to speak to her supervisor. I spent more than a additional hour and a half on hold, with a total call time of 2 hours and 11 minutes, with no resolution to the problem.
I have two upcoming trips to New Orleans booked with Expedia, one in September of this year and a second in February of 2021. I am currently looking to cancel all travel with Expedia, get our money refunded and rebook with a different company.
I am disabled and having dependable ground transportation available to me, especially when traveling alone, is of the utmost importance to me.

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7:04 pm EDT
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Expedia Airline credit hassel

Our original flights were canceled due to Covid. We were informed that we would have flight credits as a refund. Now, as I recall, there was a mandate that airlines had to refund passengers who needed to cancel during a global pandemic. So we thought that it would be ok to have credit. It was not! You cannot use the website to book flights with a credit. You have to call and do it. It took us 5 hours of being on hold to finally get a hold of someone. Then, the woman was super rude. We were, understandably frustrated. But, despite knowing exactly the flight we wanted to book with our credit, they needed to put us on hold again to read the policy for our flight credit. We were trying to use a credit AA had given us for a new AA flight! How hard could that be? We are still on hold. It will have taken us over 5.5-6 hours to potentially book a flight using flight credits. We aren't even sure if they will honor the credits. We want to be compensated fairly for our flight like we were supposed to be. We also want to be compensated for our time. I wasn't able to work being on the phone for 6 whole hours!

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marlbroo
Manor, US
Jul 14, 2022 10:50 am EDT
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We changed our flight last year and received a residual flight credit of $173.90 each... nice huh? Trying to now use it to take a trip has been a fiasco. The trips I have tried to book using the credit are going to cost me $500-1000... for flights I can book without credit for less than $400. Scam? So essentially Expedia is the entity who benefitted from my changes as they will pocket $173.90 times two as we cannot afford to use it and we are at the mercy of Expedia. smh

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5:58 pm EDT

Expedia Canceled flight without permission

I had ordered airline tickets thru Expedia at the end of March 2020. Got a really good price for my mother to fly out to Utah. The prices had dropped because of this Covid-19. I received and email from Expedia stating that her flight had a conflict and we needed to contact the airlines. So, I spent 3 days trying to get ahold of the airline. Over 25 hours of hold time mainly on the phone and some time with the chat feature. The airline helped us out and rerouted her flights for the same days. The airline was extremely helpful when I was able to get ahold of someone. Now the bad part. Received another email from Expedia (June 6th 2020 twenty day before flight) stating the airline canceled the flight and they were refunding our money. Well as mentioned above the airline did not cancel, they had changed her itinerary. I contacted the airline again with more hold time. They told me that Expedia had requested a refund for the flight. They said that they have no choice but to refund the money to Expedia. So, I got back on the phone contacting Expedia. First attempt on hold for 50 minutes and then they disconnected. Appeared the representative didn't know how to properly connect the call. Got back on the phone to wait on hold. I also went online using the Expedia chat. While on hold on the phone a chat agent connected (after 2 hours waiting for her) and she starting working the issue after about 30 minutes typing, she must have felt like she could not handle the Error by Expedia so she disconnected the session without any notification. I stayed on the there waiting for her to get back and 1.5 hours later it asked me if I wanted to start over. So finally, after 3.5 hours on phone hold, I was connected with an agent. He realized about 20 minutes into the call, I needed to get to a supervisor. He said he would connect me but the wait was long. Supervisor finally connected and was being very helpful. She said that Expedia had wrongly requested the refund, because a passenger did not request it. She stated she needed to contact corporate office to get approval to get a new itinerary/Flights. This because it was going to cost Expedia in excess of $600 above the original cost out of their pocket to correct their error. She requested my phone number twice just in case we were disconnect, because she knew I had been on hold for so long. She stated she would call me back if that happened. Well after 30 minutes she got back on the line and said she was still waiting for an answer. Put me back on hold. Now it was getting to be after 5pm Mountain time and low and behold disconnected. I was on the phone over 5 hours. I waited for a call, never happened. I hoped that I would get a call back Sunday morning. Nothing. Now I was getting concerned, do I go on and get a ticket. There were only 2 left for the days needed. Got on Expedia chat at 7am waited just 20 minutes. Chatted with agent and he said that there were notes from the corporate office saying that since the monies was refunded there was nothing that could be done. I request to be connected with a supervisor. He asked for my number and called me. He stated that the supervisor would not be able to do anything different. Hold again. Talked to a so-called corporate manager. She said again that since the refund was initiated that nothing could be done. She was apologetic and wished there was something she could do. Now over 25 hours on phone with airline and over 6.5 hours on phone with Expedia. Had to make new reservations and cost us an additional $600 to get a flight. Expedia never offered and compensation, credit, or any apology. I will not use Expedia again to book my travels. I'm veteran and my mother a spouse of a veteran and to be treated so poorly for a mistake made by Expedia.

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3:24 pm EDT
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Expedia Collision damage insurance

I've been a customer of Expedia for years, now I experienced an Expedia bad business practice. I rented a car from Enterprise through Expedia.com on May 25-27 (Itinerary #[protected]). Expedia charged the collision damage insurance as part of the car rental, one thing I didn't aware that Expedia sells their own auto insurance through their own insurance company which is not the car rental company. I was assuming all charges already applied to my credit card. When I picked up the car at the Enterprise branch they asked me to pay using my credit card, Enterprise agent said I have to pay directly to Enterprise. I went along and paid them "again", and while the agent asked me about the collision damage insurance I thought that everything I did with Expedia only for booking, so I declined the insurance and used my own. Days later, I checked that I only been charged once by Enterprise for the car rental without the insurance (as I used mine). But when I checked my bank statement there is a charge $30.00 by Expedia for collision damage insurance which I declined. I spoke with Expedia customer service, per their arguments I accepted the insurance through the booking. This is wrong, why Expedia sells insurance and Enterprise who have the rights to sell the insurance as those vehicles are Enterprise own. What if ignorantly I accepted the insurance that offered to me by Enterprise meaning I would be charged for two policies when an accident happens I only can file one? I strongly bothered with this practice done by Expedia. This is a SCAM. While the Expedia customer service convinced that Enterprise should not offering another insurance, those vehicles are belong to Enterprise and they have all rights to sell the collision damage insurance instead of Expedia. Imagine if there is an accident, what kind of hassle the customer will face, dealing with the car rental while the insurance is handled by another party (Expedia). Expedia needs to stop this practice, taking advantages from customers' misinformation.

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10:21 pm EDT

Expedia Flights

Hi, in February our flights (with Vietnamese airlines) were cancelled at Kuala Lumpur airport which were scheduled from kl to Shenzhen in china. When we arrived at the airport we were told our flight had been canceled due to covid19. We then had to pay over 1000 gbp to get back to china where we live. Since then we have tried and tried to get a refund or a flexible credit ticket. Expedia have been so poor. They have given us false information (stating we weren't eligible for a refund or anything!) We called Vietnamese airlines who said we were entitled to a refund and that Expedia just had to call them to get a waiver code. Everytime Expedia called them they said the office was closed and they had emailed. Then we wouldn't hear anything for ages until we contacted them again via their expedia chat option. These chats take up to around 2 to 3 hours every time. We have demanded compensation from Expedia 1. For the amount of time this has taken and 2. For the misleading information 3. For sheer incompetence of never seeming to know what has been previously said in our previous chats (it's like going all the way back to the start every single time we contact time.
To make matters worse we were then offered 50 usd by Expedia as compensation which we said was too low. Then we were offered 100 then 200. We refused as we wanted at least 400 (which is still pretty low considering the amount of time we have spent taking to them). Then of course we didn't hear anything from them again. So I contacted them again and this time they said they would only offer 50usd and stuck by it. I was outraged that they had backtracked once again! That is where we are up to for now.

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10:54 am EDT
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Expedia AIG travel insurance

I canceled a trip with Expedia in March. I purchased the travel insurance on your site when I purchased the tickets. The insurance said refunds for any reason. However that isn't true. I submitted my claim on March 12, 2020. Along with doctor's information and a copy of the insurance I purchase. According to HIPPA laws the doctor does not need to disclose diagnosis and treatment, but AIG requested them. We resubmitted this information, but are still waiting for them to acknowledge the claim.
I believe I am just being ripped off and I shall never book travel through Expedia again. The insurance is phony,.

My name is Deborah Mlinar and My claim # is UC8104430994.

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11:33 am EDT
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Expedia Refused refund

Delta cancelled my flight booked through Expedia and they refuse to refund my money. They claim I have credit for one year from the day I booked which expires the end of this year. I have no plans to travel this year due to this mess we are in globally so I want my money back. I am so upset and disappointed in Expedia. I understood they are busy but after 2 hours on the phone and one week waiting my final answer is no refund. I will never use this company again. They have stolen $2000.00 from me!

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11:15 am EDT

Expedia Flight refund

Due to covid virus, My flight from Saudi Arabia to Philippines has been cancelled on April 23, 2020 with itinerary number [protected].
The Philippine Airlines already emailed me that I can get a refund without penalties on Expedia but as I open my Expedia account it states there that my account is refundable but with a penalty of SAR 565 which I didnt understand. This is a time to help out because we are in a crisis but still, they wanted to fine me with that amount if I ask a refund. I am a Nurse here in Saudi Arabia and I would like to get a full refund back to my credit card as I can't go home in the Philippines unless there's a vaccine on covid and my family needed the money right now. I am hoping and praying that you would help me get a full refund on my ticket. Thank you!

My email address is : [protected]@gmail.com
My phone number :[protected]

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1:15 pm EDT
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Expedia Round trip. Travel may 27-june 8

I have been offered hotel vouchers that must be used within a year. Inasmuch as I was going to Italy for a wedding on June 5, 2020 a voucher is of no use to me. There was a notice of Lufthansa vouchers but I never received it. And I don't need it. I paid for trip insurance. My trip itinerary is #[protected]
with the insurance #[protected].

I am like the other complaints-quite light headed from the runaround.

Margaret Simmons
[protected]@yahoo.com

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1:13 pm EDT

Expedia Receiving help to get refund on a cancelled trip and insurance policy due to pandemic

Expedia sent this to us on April 10th...

Travel dates
May 9, 2020 - May 18, 2020
Itinerary #
[protected]

Airline confirmation
AFTHGV (American Airlines)
When you're ready to book a new trip, we're happy to help.
that our flight/trip was cancelled from Expedia on April 10th:

Since this email I have contacted Expedia 15 times — some on the internet and they just keep saying START OVER and others through phone calls where I have been left on Hold for over an hou4r and no one ever helped me... Expdia is quick to take your bookings BUT as this pandemic has proved, they are no where around to help you when your bookingews are cancelled. I do NOT want a new booking, I am entitled to a swift refund accrding to the DOT — maybe you should read it... Our booking included flight insurance which also needs to be refunded.

Travel notice: Learn more about COVID-19 from our parent company, Tripadvisor →
X
PASSENGER RIGHTSApr 3, 2020
Travelers Are Owed Swift Refunds for Canceled Flights, Department of Transportation Warns Airlines
ED PERKINS
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The Department of Transportation (DOT) just reminded everyone that travelers are entitled to a refund (not airline credits) for canceled flights. Why? Because some airlines have recently parted from longstanding U.S. regulations that require those refunds.
On April 3, the DOT of Aviation Enforcement and Proceedings issued an Enforcement Notice firmly supporting the federal requirement that airlines issue cash refunds when they cancel flights. The notice affirms that issuing a future credit or voucher does not satisfy the DOT requirement. Failure to comply, says the notice, "could subject the carrier to an enforcement action."
Because there is an ongoing global health emergency, DOT says, the Aviation Enforcement Office will exercise "prosecutorial discretion" and allow airlines to become compliant before taking action. Presumably, however, DOT will take action against airlines if they continue to refuse required refunds. This is great news for travelers: If you're arguing with an airline about a refund, be sure to cite this notice.
The House version of the most recent $2 trillion government stimulus bill initially included mention of some important consumer protections for travelers. But those contested protections didn't make it into the final version, which ultimately awarded airlines and airports $50 billion in loans and grants for short-term costs. And that means some big problems for travelers remain, especially as certain airlines try to cling to bookings.
RELATED:

OP-ED: You're Entitled to a Refund on Canceled Flights, Even in a Pandemic
The U.S. / Domestic Flights and Airlines
Currently, the biggest problem in consumer rights is refunds for tickets on flights canceled by an airline: Some are simply refusing to do it. Department of Transportation (DOT) regulations require that when an airline cancels a flight for any reason, it owes you a full-money refund of any ticket — even "nonrefundable" ones — within seven business days for credit card transaction, 20 days if you paid by a cash card.
Instead, some airlines — most notably United, along with several giant international lines — are refusing to issue the refunds within the legally required period. Instead, they're issuing only vouchers/credit toward future travel, which some lines say they will refund fully only if not used within one year. Still, refusal to make full refunds is a clear violation of longstanding rules. It's also worth noting that customers who accept a voucher from an airline do risk that the airline could go bankrupt in one year's time. The DOT told USA Today it is reviewing complaints about the offending airlines, and murmurs of any bailout money going to airline executives were denied this week by ranking senators.
International Flights / Airlines
But the problem is worse outside the U.S., and amounting to something similar to a bail out: Canada's government has said that it will allow airlines to issue vouchers/credits, even where rules require cash refunds. The French government has announced the same policy for Air France, and possibly other French airlines. And European airlines, as a group, are asking that E.U. suspend its refund rules for the duration of the COVID-19 pandemic. It's unclear if these foreign-government policies would affect U.S. rules for U.S. travelers.
For now, if you hold a ticket for a canceled flight you don't want to reschedule, the first step is to check with the airline to see if it is complying with the refund law: You can check our sister site Airfarewatchdog's guide to COVID-19 responses by airline here.
I just submitted a refund request on a canceled flight that Delta seems to be honoring; at least one SmarterTravel editor has been told by Turkish Air that it will refund her ticket for a canceled flight (though the refund hasn't yet been made). But if your chosen airline is ignoring the law, you're better off accepting a voucher you don't really want than doing nothing and possibly losing your money completely. Whatever you do, though, you'll have to act before the original departure date of the flight.

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3:05 am EDT

Expedia Airline booking

The flights going to US was canceled by the airline (Asiana airline). With the airline cancellation, Asiana refunded the tickets already. Since my booking was coursed through Expedia, I was asking for a refund as well. Expedia does not want to give refund. They only want to issue Airline credit.

With the pandemic situation, I am asking for a refund.

Thank you,

Edgar Fernandez
Reference # [protected]
Email address: [protected]@yahoo.com

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3:16 pm EDT

Expedia Cruise booking

My cruise booked through Expedia was canceled at the end of March by the cruise line due to the Corona virus. I called to inquire April 6 about the refund. I was told it could be up to 30 days for a refund. I called today on May 3 and they advise 60-90 days. This is outrageous and unacceptable. Their platforms can process thousand of payments daily, but it takes 3 months to return the payment. This is an unacceptable time frame to withhold funds for non- service. Also, when you call they blame Carnival and Carnival refers you back to Expedia. I paid Expedia this is their issue to rectify with me, period.

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7:06 am EDT
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Expedia Voucher instead of refund covid-19 hotel closed on my stay date

Regarding travel [protected] that was cancelled due to covid-19, Expedia is offering a voucher in the same hotel good for a year... The hotel was closed and so it is not a cancellation... I am a french citizen, living in France and by law if a citizen doesn't use his voucher after 6 months, the travel agent is in obligation to refund the travel cancelled due to covid-19.
So please offer another option and lets see if we can find a solution as I have no plan at all to have a stay at the Ibis budget Roissy CDG in the near future.
If you absolutly don't want to work with me, please let me know where I can drop a formal complaint.
Thank you for your understanding.
Thierry Chatelier
thierry.[protected]@live.com

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2:46 pm EDT

Expedia Refund request for cancelled flights

I booked a flight with Turkish airline through Expedia for 05/13 departure and 05/26 return. Turkish airline has cancelled my flight. I contacted Expedia through various systems to request for my refund. Regardless of Department of Transportation's order for refund they refuse to issue me refund and asking me to keep airline credit.

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2:05 am EDT
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Expedia Cruise cancelled by princess, full refund promised. Nothing was refunded

Princess cancelled the cruise. Dear Stuart,

Recognizing our responsibility to our guests, our crew and the global community, and after very serious consideration of the evolving COVID-19 situation, Princess Cruises has made the difficult decision to voluntarily and temporarily pause our global ship operations for 60 days, effective immediately through May 11, 2020.

While we know you were anticipating sailing with us, we apologize and sincerely share in your disappointment at hearing this news. Please watch this video I recorded last night which provides more information and the rationale behind the decision.

This decision was not made easily, but following on the heels of the World Health Organization officially classifying the COVID-19 outbreak as a global pandemic, with the virus now present in almost 115 countries and regions, we felt it was our duty as a global partner.

We hope you will stick with us by selecting Option 1, and give our team a chance to shine at a later date by transferring money paid and accepting a significantly higher value future cruise credit that can be used on any voyage through May 1, 2022. For some, choosing the future cruise credit may not be financially possible, so we have Option 2 that is a combination of a refund and future cruise credit at lower value.

Your Departure Date In 2020 Option 1: Transfer Money Paid + Bonus Future Cruise Credit (higher value) Option 2: Refund + Future Cruise Credit (lower value)
March 12 - March 25 225% future cruise credit 100% refund + 100% future cruise credit
March 26 - April 8th 175% future cruise credit 100% refund + 50% future cruise credit
April 9th - May 10th 150% future cruise credit 100% refund + 25% future cruise credit

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5:12 pm EDT

Expedia Hotel bookings and flights

We have booked hotels in Canada - Calgary, Lethbridge and Hinton along with air travel from the US to Calgary for our Banff - Jasper, June 2020 vacation. I tried to cancel my flights for which I got vouchers not exactly what I want or need, my hotel booking in Calgary gave me a zero refund. I stopped cancellations there because I feel the need to talk to a live person for refunds and not rebooking at this time. This is not my fault, the pandemic at this time is in control here. Expedia has never been customer friendly, cannot reach a live person till 72 hours before the scheduled travel. Any suggestions Expedia on how to resolve this.

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2:36 am EDT
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Expedia Flight cancellation

I attempted to contact Expedia on numerous occasions to cancel a number of flights that I had booked with them that were due to be impacted by the ongoing Covid-19 pandemic. I was unable to get through to anyone at the company and the callbacks I requested via their website repeatedly failed due to "technical errors". The company's online chat likewise proved to be completely useless as it continually failed to recognise my contact details and itinerary number. I ended up filling in an online cancellation form but have yet to hear anything back from the company despite over two weeks having passed since doing so. The flights were cancelled by the airline in the end and I have been left out of pocket with no word whatsoever from Expedia as to whether I will get my money back. I understand this is a difficult time for the travel industry but after following all of the company website's instructions in accordance with the timelines they specified, I feel I've been left with no choice but to complain. The experience has put me off ever wanting to use their services again in the future and I urge others to exercise caution when making bookings with them.

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1:13 pm EDT

Expedia Covid 19 cancellation charge

My family had booked 4 tickets to China in March 11, 2020. With the outbreak of Covid 19, we decided to cancel our trips and China Southern airline announced free cancellation on Jan 24, 2020. My husband called Expedia on Jan 28, 2020 to cancel the flights, but got hit for $200 cancellation fee per ticket. We called back next day and wanted an explanation why the fee was charged and the agent told us it is the airline's policy. We called the airline, who confirmed no cancellation and said expedia should be able to refund our money. We then called back expedia and explained our finding. They have acklowledged and said that they would deal with the issue. It is over two months now, we have not receive any portion of our refunds. It is beyond frustration. It is a difficult time for everyone, and we all got bills to pay. We have called back several time more now, the customer services is not helpful at all.

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3:14 pm EDT
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Expedia International flight

We purchased our flights to Venice one year ago. They are now cancelled and we are told we must use the voucher by August 30 of this year. Please explain to me why if you have had our money for almost a year and we get penalized for booking ahead. If you cant fix this I plan to tell everyone on Facebook about this issue. Who in their right mind would get on an airplane by August 2020.
Please evaluate this policy and get back to me
Kathy Sullivan
[protected]@earthlink.net

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2:18 am EDT

Expedia A scammer using my account

To whom it may concern,
A scammer using my account to book a room in Mumbai on Mar12-13th. I have called Expedia over 6 times and got the same answer saying that nothing they can do about it.
The scammer redeemed all my points that I have collected on Expedia ($245). Then the representatives called the hotel in Mumbai, finally they could not fix the problem. I have been using Expedia for years and feel disappointed that they are unable to help me out even I have a proof that I am in the USA. I have never been to Mumbai. How would that possible that someone showed up there with my ID. I requested the hotel to mail Expedia a proof but they rejected due to security. However, Expedia is the third party that supposed to help me solving the problem because I saved my name and address on my account because I trusted the company. I guess that wasthe reason why the scammer could access my account. They are supposed to take some action not just closed the case.

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2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button located at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Expedia. Make it specific and clear, such as "Incorrect Billing on Hotel Booking" or "Cancellation Policy Not Honored".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience with Expedia. Include key areas such as:

  • The nature of the service or product you used.
  • Specific details about any transactions, including dates, amounts, and confirmation numbers.
  • A clear description of the problem and how it has affected you.
  • Any communication you've had with Expedia's customer service, including their response or lack thereof.
  • Steps you have taken to resolve the issue and the outcomes.
  • The personal impact, such as inconvenience, financial loss, or stress.

Be as factual and chronological as possible to paint a clear picture of the events.

5. Attaching supporting documents: Attach any relevant documents or evidence that supports your complaint. This could include receipts, emails, screenshots, or confirmation numbers. Do not include sensitive personal information such as credit card numbers or passwords.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue. In the 'Desired Outcome' field, describe what resolution you are seeking from Expedia, whether it's a refund, an apology, or another form of compensation.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your desired outcome is reasonable and clearly stated.

8. Submission process: Once you are satisfied with your complaint, click the 'Submit' button to send your complaint to ComplaintsBoard.com.

9. Post-Submission Actions: After submitting your complaint, keep an eye on your ComplaintsBoard.com account for any responses or updates. You may receive feedback from other users or from Expedia through the platform, so it's important to monitor the progress of your complaint.

Overview of Expedia customer experience

Expedia, the popular online travel booking platform, has been receiving a lot of negative feedback from consumers lately. Many customers have reported issues with their bookings, such as incorrect information, overbooking, and cancellations without notice. Others have complained about poor customer service, long wait times, and unhelpful representatives. Some have even claimed that Expedia charged them more than the advertised price or failed to honor their loyalty program rewards. Overall, these problems have led to a lot of frustration and disappointment for travelers who rely on Expedia for their vacation planning needs.

Frequently asked questions (FAQ) about Expedia products and services

How can I contact Expedia, a leading online travel agency, for booking assistance or customer support?

Need help with bookings or customer support? Contact Expedia at 1-866-310-5768 or 1-800-469-1793. Their dedicated team is ready to assist you with all your travel needs.

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Expedia contacts

Phone numbers

1866 310 5768 1800 469 1793 More phone numbers

Website

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