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Expedia Reviews, Complaints & Contacts

Expedia.com is run by Expedia, Inc. of Seattle, a subsidiary of Expedia Group, Inc. BBB rates it A+ with 7,545 complaints, and Trustpilot shows 3.9 from 39,980 reviews. Its terms require a written Notice of Dispute before arbitration, One Key replaced Expedia Rewards, and the company has a court and regulatory history.

REVIEWS & COMPLAINTS517on USAComplaints · 1 in 2023-2026
WEBSITEexpedia.com
HEADQUARTERSSeattle, WA
PROFILE CHECKED
Submit a Complaint Read reviews & complaints ↓ Official website ↗
VERIFIED

Contacts & Login

Customer service & general contact

Cancel, billing & returns

Official website

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Locations

  • Headquarters1111 Expedia Group Way W, Seattle, WA 98119
  • Mailing addressLegal Department/Dispute Resolution Provision, 1111 Expedia Group Way West, Seattle, WA 98119
EDITORIAL

Is Expedia Legitimate?

BBB and Trustpilot figures

Legal name
Expedia, Inc.
Business type
Online travel agency (Expedia.com) for hotels, flights, vacation packages, car rentals, cruises and activities, operated by Expedia, Inc., a subsidiary of Expedia Group, Inc.
Website
expedia.comSource: Expedia Terms of Service, checked
Headquarters
Seattle, WASource: Expedia Terms of Service, registered office of Expedia, Inc., checked
Subsidiary of
Expedia Group, Inc.Source: Expedia Group Form 10-K for 2025, Exhibit 21 subsidiaries list, checked

Operator: Expedia, Inc., a Washington corporation, registered office 1111 Expedia Group Way W, Seattle, WA 98119 (Expedia Terms of Service). Parent: Expedia Group, Inc., which lists Expedia, Inc. among its subsidiaries in Exhibit 21 to its Form 10-K for 2025 and names Expedia, Hotels.com and Vrbo as its three core consumer brands.

BBB details for the Expedia.com profile: business started October 22, 1996, incorporated August 23, 1999, BBB Accredited since October 1, 2000; BBB lists Barry Diller as Chairperson and about 16,500 employees. Official website: www.expedia.com. U.S. Department of Transportation: a 2011 consent order on airfare advertising, described in the regulator section.

EXTERNAL SOURCE

Independent Sources

BBB
1,837 reviews · 7,545 complaints · BBB business grade A+ · average customer rating 1.1 / 5
Figures checked
Trustpilot
39,980 reviews · TrustScore 3.9 / 5
Figures checked
EDITORIAL

Complaint Themes

Refunds and credits that did not arriveAirline ticket changes and cancellations booked through ExpediaLong hold times and call transfersCancellation and change fees on non-refundable bookingsHotel had no record of the reservation or gave a different roomCharged more than the quoted priceTravel insurance and vacation waiver claimsPromised gas or gift cards not received

Themes, not a count of complaints.

CONSUMER ALLEGATION

Reviews & Complaints on USAComplaints

517 complaints linked to the Expedia profile are published on this site (2002-2026). 1 is from 2023-2026.

Show 15 more complaints on this page
EDITORIAL

Complaint record: BBB, Trustpilot and reports on this site

BBB. The BBB profile for Expedia.com, Seattle, WA is the headquarters listing. It shows Expedia as BBB Accredited with an A+ rating, 7,545 complaints in the last 3 years and 2,461 in the last 12 months, and customer reviews averaging 1.1 out of 5 from 1,837 reviews. Hotels.com, Orbitz, Travelocity, CheapTickets and Expedia.ca have separate BBB listings, and their figures are not included here.

Trustpilot. The Trustpilot page for www.expedia.com is a profile claimed in January 2016, with a paid subscription. It shows a TrustScore of 3.9 from 39,980 reviews, 28,706 of them in the last 12 months; 46 percent are five-star and 41 percent one-star. Trustpilot says the company invites its customers to review it "whether positive or negative" and has replied to 53 percent of negative reviews.

Reports on this site. The reports are dated 2002-2026. Most of the linked reports were posted between 2007 and 2014, so they describe older versions of Expedia's site and policies. Their subjects include refunds and credits that had not arrived, airline ticket changes and cancellations booked through Expedia, long hold times and transfers when calling. Other subjects include cancellation and change fees on non-refundable bookings, hotels with no record of the reservation or a different room than booked, charges above the quoted price, travel insurance and vacation waiver claims, and gas or gift cards promised in 2008 and 2009 promotions.

Had an experience with Expedia? Tell other people what happened.

Submit a Complaint
EDITORIAL

Expedia hotel booking problems: change, cancel, refunds, charges and support

Change or cancel in Trips. Expedia's customer service page offers a do-it-yourself route for changing or adjusting a booking, which opens Trips (expedia.com/trips); sign in with the account used for the booking and open the stay there. Section 5 of Expedia's Terms of Service says: "You do not have an automatic right to cancel or change a booking unless allowed by the relevant Travel Provider under their Rules and Restrictions (which are provided to you before you make a booking)." Where a change or cancellation is allowed, Expedia "may also charge you an administration fee", which "will be notified to you before you agree to proceed". Check the cancellation deadline and whether the room is non-refundable in the hotel's rules before you book.

Who refunds a hotel stay: Pay Now or Pay Later. Expedia's Terms say: "Any refunds will be transferred back to you to the payment method you used to make the original booking. Such refunds will be made by the party that took your original payment", and "Our fees are not refundable unless this is stated otherwise during the booking process." With a Pay Later booking you pay the property, so the refund comes from the property. With a Pay Now booking, look at your card statement: the business named on the charge is the party that took your payment and the one that owes the refund. If you cancelled in time and the hotel still charges you, contact the hotel with your cancellation confirmation and tell Expedia through its customer service page.

Hotel overbooked or closed. The Terms say a booking may be cancelled or changed by the travel provider or by Expedia ("such as a property is overbooked due to connectivity issues or a property is closed due to a hurricane"), and that Expedia "will make reasonable efforts to notify you as soon as possible and offer alternative options/assistance where possible or a refund."

Taxes and fees. Under the Terms, tax recovery charges on Pay Now bookings "are a recovery of the estimated taxes that our Group of Companies pay to the Travel Provider", and "The Travel Providers are responsible for remitting applicable taxes". If you made a Pay Later booking and do not show up or cancel, "the property may impose a no-show or cancellation charge".

Reaching Expedia, and fake phone numbers. Expedia's contact page says its agents are "available 24 hours a day, 365 days a year" by chat or phone, and that it asks a few questions first to give you the right agent and phone number. It warns: "Fake Expedia phone numbers are circulating online, often through misleading search engine ads and even whole pages." It says Expedia will never ask for your password or one-time passcode, never ask for a wire transfer and never ask you to buy a gift card to pay for a trip, and that it asks for card details only at check-out. Start from expedia.com or the Expedia app rather than a phone number found through a search ad. The routes the contact page lists are chat (a virtual agent that can hand you to a person), the phone route and self-service changes in Trips. For a formal written complaint, use the Notice of Dispute.

Written Notice of Dispute. Section 15 of the Terms requires claims to go to binding arbitration or small claims court and bars class actions. Before arbitration you must send, by certified mail, a signed Notice of Dispute to "Legal Department/Dispute Resolution Provision, Expedia, Inc., 1111 Expedia Group Way West, Seattle, WA, 98119" with your name, address, the email address used for the reservation, a brief description of the complaint, the resolution you want and your signature. "If we are not able to resolve your complaint within 60 days of you providing Notice, you may commence an arbitration proceeding."

OneKeyCash (the program that replaced Expedia Rewards). Expedia Group's Form 10-K for 2025 says One Key is the loyalty program shared by Expedia, Hotels.com and Vrbo and that "the majority of Expedia Rewards members" have moved to it. Under the One Key terms (effective July 28, 2026), members must be at least 18 and join by creating or signing in to an Expedia, Hotels.com or Vrbo account.

Base OneKeyCash does not expire as long as, at least once in the preceding 18 months, you have made an eligible booking, redeemed a reward booking, or earned OneKeyCash with the One Key credit card. If there is no such activity, all accumulated base and promotional OneKeyCash in the account expires and is not reinstated. Promotional offers can have shorter expiry periods. OneKeyCash from a hotel stay can take up to 3 days after the stay for a Pay Now booking, and up to 35 days for a Pay Later booking, to become available, and a coupon's value is deducted before OneKeyCash is calculated.

Flights booked through Expedia. The U.S. Department of Transportation says: "Ticket agents (i.e., travel agents or online travel agencies) that are the 'merchants of record' are required to make 'proper' refunds of airfare when a flight to, from, or within the United States is cancelled or significantly changed by an airline." The merchant of record is the business shown on your card statement for the ticket. For a DOT complaint, the agency says it "will direct the identified airline and/or ticket agent to respond directly to you".

Outside help. If a refund Expedia or the hotel confirmed does not reach your card, you can dispute the charge with your card issuer. Under the Fair Credit Billing Act, a written billing-error dispute, including one for services not delivered as agreed, must reach the issuer within 60 days after the first statement showing the charge was sent; include your booking number, the cancellation confirmation and any refund promise. A debit card falls under a different law, the Electronic Fund Transfer Act: tell your bank within 60 days after the statement showing the charge was sent.

The Washington State Attorney General, where Expedia is based, offers informal complaint resolution for complaints about businesses located in Washington, and notes: "If a business refuses to respond or to make an adjustment, we cannot compel them to do so." You can also complain to your own state attorney general. The FTC takes reports at ReportFraud.ftc.gov, BBB accepts complaints on the Expedia.com profile described in the complaint record section, and for airline tickets bought through Expedia the U.S. Department of Transportation takes complaints, as described on this page.

EDITORIAL

U.S. DOT consent order on airfare advertising (2011)

U.S. Department of Transportation consent order, 2011. DOT Order 2011-4-18 "concerns air fare advertisements by Expedia, Inc. (Expedia), that failed to provide the full fare or adequate notice of additional taxes and fees with respect to certain sale fares in violation of the Department's full-price advertising requirements, 14 CFR 399.84". DOT's summary says: "By this order, the Department directs Expedia to cease and desist from future similar violations and assesses $29,000 in civil penalties." The order was issued in April 2011 as a consent order, meaning Expedia agreed to its terms to settle the matter.

The order concerns how sale airfares were advertised on Expedia's site; it is not about hotel bookings or refunds. Today, complaints about airline tickets bought through Expedia, including refunds for flights the airline cancelled or significantly changed, go to DOT's Office of Aviation Consumer Protection, which has jurisdiction over airlines and ticket agents.

EDITORIAL

Court cases: 2026 hotel-pricing antitrust suit, 2009 taxes-and-fees settlement, tax suits

Court records

Andrews v. Expedia Group, Inc. (W.D. Wash. No. 2:26-cv-03743). Filed October 2, 2026 by three consumers. The complaint claims violations of federal antitrust law, including the Sherman Act, and alleges that Expedia's hotel contract terms and search-ranking practices kept hotels from offering lower prices elsewhere, raising prices for rooms booked outside Expedia. The proposed classes are people who booked a U.S. hotel listed on Expedia directly with the hotel, or through a non-Expedia online travel agency, from October 2, 2022; bookings made on Expedia's own sites are not in the class definitions. An Expedia spokesperson told The Seattle Times that the allegations are "meritless" and that the company has offered consumers competitive choices since its founding in 1996. The case is at the complaint stage. These are allegations; no class has been certified.

More on the lawsuitsShow less

In re Expedia Hotel Taxes and Fees Litigation (King County Superior Court, Wash., No. 05-2-02060-1). According to Expedia's Form 10-K filed in February 2011, the consolidated complaint alleged that Expedia improperly charged or failed to pay hotel occupancy taxes and used other deceptive practices in charging customers for taxes and fees. The class was certified on May 7, 2008, and on May 28, 2009 the court granted the plaintiffs summary judgment on their breach-of-contract claim based on Expedia's February 2003 to December 2006 Terms of Use. Expedia reached an agreement in principle on July 8, 2009, and the 10-K says "the settlement was approved on December 1, 2009".

Tax suits by governments and other matters. Expedia Group's 10-K for 2025 says a number of U.S. jurisdictions have sued online travel companies, including Expedia, over occupancy and other taxes, and that tax payments made before contesting an assessment are "not an admission" that the company owes them. It reports that a Jasper County, Texas suit was settled and dismissed on January 5, 2026, and that a proposed class action filed in Israel in 2018 against Expedia, Inc. and Hotels.com over hotel price competition still awaits a class-certification ruling. In Helms-Burton Act cases over Cuban property, the 10-K reports a July 30, 2025 jury verdict in favor of Expedia in one case. The filing also reports a September 5, 2025 judgment for the defendants in another. The plaintiff in that case appealed to the Eleventh Circuit, where the appeal is pending.

Arbitration. Expedia's current Terms (Section 15) require claims to go to individual arbitration administered by the American Arbitration Association, or to small claims court, and contain a class action waiver; see the Notice of Dispute steps in the first section.

PUBLIC RECORD

Court & Public Records

Andrews v. Expedia Group, Inc.

Filed

U.S. District Court, W.D. WashingtonFiled Checked Docket 2:26-cv-03743Source ↗

Filed — no final outcome recorded

Proposed antitrust class action filed by three consumers under federal antitrust law, including the Sherman Act. It alleges that Expedia's hotel contract terms and search-ranking practices kept hotels from offering lower prices elsewhere and so raised room prices outside Expedia's sites. The proposed classes cover U.S. hotel stays at Expedia-listed hotels booked directly with the hotel or through a non-Expedia online travel agency since October 2, 2022. An Expedia spokesperson told The Seattle Times the allegations are "meritless". The case is at the complaint stage: these are allegations, and no class has been certified.

In re Expedia Hotel Taxes and Fees Litigation

Settled

Superior Court of Washington, King CountyDecided Docket 05-2-02060-1Source ↗

Settled

Consolidated class action alleging that Expedia improperly charged or failed to pay hotel occupancy taxes and used other deceptive practices in charging customers for taxes and fees. The class was certified on May 7, 2008, and on May 28, 2009 the court granted the plaintiffs summary judgment on their breach-of-contract claim based on Expedia's February 2003 to December 2006 Terms of Use. Expedia's Form 10-K filed in February 2011 says an agreement in principle was reached on July 8, 2009, the settlement was approved on December 1, 2009, and cash payments and coupons were distributed by June 1, 2010.

EDITORIAL

Who runs Expedia.com and how it relates to Hotels.com and Vrbo

Who runs Expedia.com. Expedia's Terms of Service say the service is provided by "Expedia, Inc., a Washington corporation, having its registered office at 1111 Expedia Group Way W, Seattle, WA 98119, USA". Expedia, Inc. is listed among the U.S. subsidiaries of Expedia Group, Inc. in Exhibit 21 to Expedia Group's Form 10-K for 2025.

Sister brands. Expedia Group's 10-K calls Expedia, Hotels.com and Vrbo its "three core consumer brands", describes Brand Expedia as "a leading full-service online travel brand" (the company's own description) and says "Hotels.com focuses on lodging accommodations." It also says the Hotels.com and Vrbo front ends were moved onto the Brand Expedia technology in 2023 and that One Key is the loyalty program shared by the three brands. Hotels.com and Vrbo have their own profiles on this site.

What Expedia sells. Expedia sells hotel stays, flights, car rentals, vacation packages, cruises and activities through its website and apps. The bookings themselves are supplied by "Travel Providers" (hotels, airlines and others) under their own Rules and Restrictions, which the Terms say are shown before you book.

VERIFIED

Company Relationships

  • Subsidiary ofExpedia Group, Inc.
  • Affiliated withHotels.com
  • Affiliated withVrbo
EDITORIAL

Frequently Asked Questions

How do I cancel or change an Expedia hotel booking?

Sign in and open Trips (expedia.com/trips), the self-service route Expedia's customer service page gives for changing or adjusting a booking, then choose the stay. Whether you can cancel or change, and at what cost, depends on the hotel's Rules and Restrictions shown before booking; Expedia's Terms say it may add an administration fee, which it will show you before you agree to the change or cancellation.

Who gives the refund, Expedia or the hotel?

Expedia's Terms say refunds are made by "the party that took your original payment", back to the original payment method. For Pay Later bookings you paid the hotel, so the hotel issues the refund. For Pay Now bookings, the refund comes from the business that took your payment when you booked, which is the merchant named on your card statement. Expedia's own fees are not refundable unless the booking process said otherwise.

The hotel charged my card after I cancelled. What should I do?

Expedia's Terms say refunds are made by the party that took your payment, so a charge that comes from the hotel has to be reversed by the hotel. Contact the hotel with your Expedia cancellation confirmation, and tell Expedia through its customer service page. If the hotel does not reverse the charge, you can dispute it with your card issuer; under the Fair Credit Billing Act the written dispute must reach the issuer within 60 days after the first statement showing the charge was sent.

How do I reach Expedia customer service?

Expedia's contact page offers chat and phone 24 hours a day and gives the phone number after a few questions about your booking. It warns that fake Expedia phone numbers circulate through search ads and look-alike pages, and says Expedia never asks for your password, one-time passcode, a wire transfer or gift cards. The safest route is to start from expedia.com or the Expedia app rather than a number found through a search ad.

Is there an Expedia complaints email address?

The routes Expedia lists on its customer service contact page are chat, a phone route that gives you a number after a few questions about your booking, and self-service changes in Trips. For a formal written complaint, Section 15 of the Terms requires a signed Notice of Dispute sent by certified mail to Legal Department/Dispute Resolution Provision, Expedia, Inc., 1111 Expedia Group Way West, Seattle, WA 98119. The notice includes your name, address, the email used for the booking, a short description of the problem and the resolution you want. If it is not resolved within 60 days, you may start arbitration or use small claims court.

My airline cancelled a flight I booked on Expedia. Who owes the refund?

The U.S. Department of Transportation says ticket agents, including online travel agencies such as Expedia, that are the merchant of record must make proper refunds of airfare when a flight to, from or within the United States is cancelled or significantly changed by the airline. The merchant of record is the business named on your card statement for the ticket. You can file a complaint with DOT, which forwards it to the airline or ticket agent.

What happened to Expedia Rewards, and does OneKeyCash expire?

Expedia Group says most Expedia Rewards members have moved to One Key, the loyalty program shared by Expedia, Hotels.com and Vrbo. Under the One Key terms, base OneKeyCash does not expire as long as you make an eligible booking, redeem a reward booking or earn OneKeyCash with the One Key credit card at least once in any 18 months. After 18 months with no such activity, all OneKeyCash in the account expires. Promotional offers can expire sooner. OneKeyCash from a hotel stay can take up to 3 days (Pay Now) or up to 35 days (Pay Later) after the stay to post.

Is Hotels.com part of Expedia?

Hotels.com and Expedia are sister brands owned by the same parent. Expedia Group's Form 10-K for 2025 names Expedia, Hotels.com and Vrbo as its three core consumer brands and says they share the One Key loyalty program. Expedia.com itself is run by Expedia, Inc., a subsidiary of Expedia Group, Inc. Hotels.com has a separate profile on this site.

Has Expedia been sued by consumers?

In October 2026 three consumers filed Andrews v. Expedia Group, Inc. in federal court in Seattle, a proposed class action under antitrust law over hotel pricing. Expedia has called the allegations meritless; the case is at the complaint stage and no class has been certified. Earlier, a Washington class action over hotel "taxes/fees" charges ended in a settlement that Expedia's Form 10-K filed in February 2011 says was approved on December 1, 2009. Expedia's current Terms require individual arbitration or small claims court for customer claims.