• Expedia

Expedia

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Overview

Expedia has a rating of 2.19 stars from 2,249 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Expedia most frequently mention customer service, credit card, and next day problems. Expedia ranks 238th among Travel Search Engine sites.

  • Service
    280
  • Value
    257
  • Shipping
    93
  • Returns
    172
  • Quality
    219
Positive reviews (last 12 months): 2.5%
Positive
2
Neutral
0
Negative
77
103
See all photos

What reviewers want you to know

Positive highlights

  • The telephone support and customer service has improved a lot and I think they are great.

Critical highlights

  • The Expedia rep had no answer for why they charged my credit card and booked me for a hotel that had no availability.
  • Expedia said the travel insurance was only refundable if flight cancelled first 15 days.
How would you rate Expedia?
Top Positive Review

“Good enough”

Mike B.
10/11/20

It works fine for me. It will get you on a plane and gives you twenty four hours to cancel. The amenities of hotels are sometimes wrong though.

Top Critical Review

“Worst possible experience”

Jon R.
1/29/24

To sum it up, this was the worst experience I've had booking. My booking was wrong, the car company is horrid, they lied about their cancelation policy, a staff member canceled my rental insurance without me asking for it to be done, ruining any chance I had at getting my money back due to a medical emergency. The fee was supposed to be nonexistent, then it was $100, then it was $161.97. They just lie and scam their way into being a ratty little middle man.

Reviews (2,249)

Rating

Timeframe

Other

Reviews that mention popular keywords

credit card (86) customer service (333) travel insurance (24) american airlines (15) car company (14) front desk (15)
Thumbnail of user jonr689
1 review
0 helpful votes
January 29th, 2024

To sum it up, this was the worst experience I've had booking. My booking was wrong, the car company is horrid, they lied about their cancelation policy, a staff member canceled my rental insurance without me asking for it to be done, ruining any chance I had at getting my money back due to a medical emergency. The fee was supposed to be nonexistent, then it was $100, then it was $161.97. They just lie and scam their way into being a ratty little middle man.

Tip for consumers:
Do not book with this company. They've done nothing but string me along and lie to me to keep a small bit of money. If $100 is this important to them, then you should be concerned about your safety booking through Expedia.

Products used:
None

Service
Value
Returns
Quality
Thumbnail of user kirkf89
1 review
0 helpful votes
February 20th, 2024

Reservation through Expedia wasn't found by Thrifty when our flight was delayed, so we had to take an Uber to our location, cost $40, and an extra hour waiting. Reserved another car through Expedia that cost $60 more to rent for one less day and received an email from AVIS stating they were charging us $50 for not picking up the rental. Terrible communication by Expedia to their partners. It takes a lot of digging to find how to register a complaint with Expedia and the agent gave a hollow apology, without any offer to assist, only excuses. They also continually stated they "understand", which must be part of their training. When a customer has a complaint always say you understand regardless of whether you have the slightest inclination to what they are stating.

Tip for consumers:
They make it so hard to find a way to talk to someone and do little to nothing to resolve issues, so customer service is not something they value.

Service
Value
Quality
Thumbnail of user michaelm7066
1 review
12 helpful votes
May 27th, 2021

Waited over 10 hours on hold today, never got to speak with an agent. Tried to use their website to make the change needed only to get a "sorry, we're having a problem on our end" error. Don't even get me started on their full of crap "trip insurance." Avoid this company. Not worth whatever small savings you may get booking through them.

Tip for consumers:
Don't use this company. Book through Airline directly.

Products used:
Airline Tickets

Service
Value
Shipping
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Quality
Thumbnail of user junz1
3 reviews
17 helpful votes
July 13th, 2020

I booked a hotel room online in expedia for the winter 2020 (Itinerary # **************). Later, due to covid 19 uncertainty, I tried to cancel it online and only to found that the reservation is managed by expedia/Vibro and thus could not be cancelled online (What a strange logic!) and I was informed that I have to cancel it over the phone. I called the provided phone number and waited 1 hour and 30 minutes before finally connected. It is terrible!

Thumbnail of user vincents627
1 review
0 helpful votes
November 15th, 2023

At every opportunity to help me with a problem with any booking I make on Expedia, I am met with customer service who seem programed to deny any responsibility, offer any help, and none of them speak English or understand it. Mind you, this is all done by chat, because there is no way to contact anyone at Expedia by phone. If you write them a letter of protest as I have done many times, it goes unanswered and into a corporate garbage pail. Expedia is the WORST travel company on the planet.

Tip for consumers:
At every opportunity to help me with a problem with any booking I make on Expedia, I am met with customer service who seem programed to deny any responsibility, offer any help, and none of them speak English or understand it. Mind you, this is all done by chat, because there is no way to contact anyone at Expedia by phone. If you write them a letter of protest as I have done many times, it goes unanswered and into a corporate garbage pail. Expedia is the WORST travel company on the planet.

Products used:
At every opportunity to help me with a problem with any booking I make on Expedia, I am met with customer service who seem programed to deny any responsibility, offer any help, and none of them speak English or understand it. Mind you, this is all done by chat, because there is no way to contact anyone at Expedia by phone. If you write them a letter of protest as I have done many times, it goes unanswered and into a corporate garbage pail. Expedia is the WORST travel company on the planet.

Service
Value
Returns
Quality
Thumbnail of user dwaynet29
1 review
31 helpful votes
April 13th, 2020

They sell a "travelguard" policy that covers 100% of trip cancellation. They also do everything they can to make it impossible to recover and cancel the trip. Seems AA will bill them for the tickets and they'd have to eat that in order to make good on the refund. Their tact then is to delay, ignore, make difficult or impossible to cancel. They even put in the itinerary all kinds of promises of you can easily cancel the reservation. NOPE. Those links are dead ends. RUN AWAY. What a bunch of scammers and frauds. NEVER shall I deal with Expedia again.

Thumbnail of user kellyp1329
1 review
0 helpful votes
May 7th, 2023

Book locally through a small travel agent. I mistakenly booked my Aunt through her maiden name instead of married. Expedias agents were trained improperly so they assumed it would be fixed with a form submission. They were wrong about that. It's only acceptable with certain airlines and it can't be more than one. Due to broken English staff couldn't explain issues with airlines and I guess due to not being able to write detailed notes saying they made mistakes… I lost 4,500 usd on plane tickets just over a name change that the airlines said they could fix without Expedia reporting if.

Products used:
Flights. I made mistake putting my aunt’s maiden name instead of married name. I followed protocol and submitted forms, wasted on month with phone calls and agents to be told that the original agent didn’t know what she was talking about. And told name change was denied a refund, told by agents it wasn’t in the notes that it didn’t happen basically not in the notes. Then lost 4,500 usd

Service
Value
Shipping
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Thumbnail of user javierf45
1 review
1 helpful vote
November 5th, 2020

Expedia cancelled my flight in exchange for 'flight credits' without my consent. The customer service representative was condescending and aggressive, and hung up on me when I requested a case number to follow up tomorrow (we had been on the phone for over 3 hours). Annoyingly, because Expedia made changes to my reservation, the airline is now unable to make any changes themselves. I am now going to have to go through a small claims court... Great.

Thumbnail of user tracyapplegate21
1 review
0 helpful votes
February 9th, 2024

Very frustrated. We booked a vacation through expedia. We had to reschedule the trip due to family issues. The hotel was willing to refund us our money or select another date. They refunded the money to expedia, however, expedia will not refund the money to us. It may be cheaper to use expedia, however, if something comes up, they are not helpful and only gave us the run around telling us that the hotel would not refund our money. I'd rather pay the extra money to buy direct from the hotel.

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Value
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Thumbnail of user clareh108
1 review
2 helpful votes
October 24th, 2021
Verified purchase

Expedia is very unreliable and if you have to book through one of these online travel agencies, I'd recommend Travelocity. I booked a hotel room in NYC back around March for a weekend in October. I was told by Expedia that the rooms were booked, given a confirmation number, and given reminder emails leading up to the date. Well I get to the hotel and it turns out that due to a booking error Expedia never actually booked my room! So I arrived at the hotel around 11:30 PM just ready to crash, had an absolute panic attack, and scrambled to find something nearby before midnight or else I'd have no where to go until 3 PM the next day. I ended up paying more for this backup hotel, a hotel which was of lesser comfort, than my original booking. When I reached out to Expedia I asked for a voucher or credit to restore my faith in their abilities and as a show of care for their customers they said no because I hadn't been charged by the original hotel. So no foul right? Wrong! To me this shows how very little they care about their customers and it shows how flawed their booking system is. I used them because they're supposed to be reliable and make bookings easier, but instead they left me high and dry and in a state of panic.

TLDR don't trust Expedia to have your back even when they're the ones at fault

Service
Value
Quality
Thumbnail of user wade41664
1 review
0 helpful votes
April 13th, 2023

I live in Canada and downloaded the expedia app while trying to book a last minute flight to attend my mother's funeral. The app defaulted to a US customer even though I have a Canadian address and was booking a flight within Canada. As a result, I booked my flight unwittingly in USD and only realized the problem weeks later when I received my credit card statement showing an additional $900 in charges. When I contacted expedia they showed no empathy and took no accountability for their program error. Their sole focus was on denying all responsibility. I will avoid using expedia at all costs.

Thumbnail of user dajuanj2
1 review
1 helpful vote
May 23rd, 2022
Verified purchase

Expedia:

"This is the CHEAPEST price we expect to see between now and takeoff"

** I buy Ticket**

4Days Later…. My SAME plane Ticket is $64
CHEAPER

I could've used that money for my Trip

Value
Thumbnail of user marcog80
2 reviews
0 helpful votes
September 27th, 2023

I booked a roundtrip ticket from Dallas to Copenhagen which required connecting flights each way. On the way home I connected from Copenhagen to Newark, NJ. My flight with United which was taking me from Newark to Dallas, was delayed a bunch of times and then eventually cancelled. I was not rebooked or even offered to be by United or Expedia. I had to book with another airline direct to get home. Three months later and I still have not received any type of refund for the cancelled flight. I have called and emailed expedia multiple times and they are not helpful at all. In this time of many flight cancellations across all airlines, I highly recommend staying away from Expedia or any of these other bundle sites and booking directly with the airlines. I fly regularly, about every other week and this is the first time I have had a cancellation where I am unable to get a refund. Completely unacceptable!

Service
Value
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Thumbnail of user murats12
1 review
13 helpful votes
June 5th, 2021

I booked my hotel for today which is (06/05/2021) when I received the confirmation, it says the booking was for 06/12/2021) what the hell! I tried to call them, wait time was 3 hours! Finally I reach someone online chat after 1 hour struggling. She was like ohh we cannot do anything.It is non refundable, non changeble. This website is big time fraud. They will change your dates so that they can re sell it to other people. Total rip off..

Service
Value
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Thumbnail of user cassandram358
5 reviews
2 helpful votes
July 3rd, 2023

We recently had to cancel a flight and car rental that we had arranged through Expedia. The reason was that I had an unexpected surgery with flight restrictions. We thought that since the reservations had been made over a month in advance, that there shouldn't be a problem getting a refund. We had to wrangle with multiple agents with Expedia, all of them outsourced and hard to understand. We managed to get a refund on the car rental, but the higher priced amount, (over one thousand dollars) they flat out refused to give back. We explained that an unexpected surgery was the reason, but they didn't care. I will never again use Expedia for travel plans, and will warn all my friends to do the same.

Products used:
None

Service
Returns
Thumbnail of user seanm1552
1 review
1 helpful vote
October 28th, 2022

Avoid Expedia or it will cost you time and money. They trick you via their website into making a second reservation in order to pocket the $50 cancellation fee. It is just wrong.
As well, the customer service team via call or online read from a script of standard responses, repeat themselves at nauseam, really do not care about the customer and just wait for you to end the dialogue.
Again... Avoid Expedia!

Tip for consumers:
Avoid Expedia or it will cost you time and money. They trick you via their website into making a second reservation in order to pocket the $50 cancellation fee. It is just wrong.
As well, the customer service team via call or online read from a script of standard responses, repeat themselves at nauseam, really do not care about the customer and just wait for you to end the dialogue.
Again...Avoid Expedia!!!!!

Products used:
Car rental

Service
Value
Shipping
Returns
Quality
Thumbnail of user josefs16
1 review
1 helpful vote
March 24th, 2020

At good times raking money from customers, now just showing no care or respect towards customers. Impossible to get answer to a phone call. Completely disorganized.

Thumbnail of user aaron.z
1 review
0 helpful votes
May 14th, 2023

This company is so inconsiderate. They made the mistake of changing the order of my name, making my LAST NAME and FIRST NAME switched. Thanks to them I have missed a flight and have to wait 7 hours for the next flight. Not to mention the customer service has a very bad attitude and made me wait for 2 hours to change the ticket name.

Products used:
Plane ticket

Thumbnail of user kareld9
1 review
0 helpful votes
August 21st, 2021

We had a 1 week conference in the hotel and it was the best hospitality we have received. We have been to many hotels before but the RH Hotel was THE BEST. We were given a 5 star service by 2 ladies Neo and Gladys and my team and I have decided to use this hotel for all our upcoming conferences and want to be served by these 2 ladies only from here onwards. They were so friendly for the whole week and their energy is remarkable. They made us feel at home and we love their level of professionalism and passion for what they are doing.

Thumbnail of user mikeb1676
23 reviews
39 helpful votes
October 11th, 2020

It works fine for me. It will get you on a plane and gives you twenty four hours to cancel. The amenities of hotels are sometimes wrong though.

Thumbnail of user mandik18
1 review
1 helpful vote
April 19th, 2022

I found the same hotel booing for $498 cheaper on a different booking site. I had already booked with EXPEDIA as they where supposed to guarantee the price. I filled out there price match form and was to hear back via email in 48 hours. 4 days later I called them and they told me SORRY that doesn't match our booing site rules! I didn't get the price match and they didn't really care just told me that it wasn't possible to match the site I found the price on? NO PRICE MATCH!

Products used:
They wouldn't refund or match price as it says on their website

Service
Value
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Quality
Thumbnail of user nicoletaylor0228
1 review
0 helpful votes
August 27th, 2023
Verified purchase

If I could give negative stars I would.

Crooks. Plain and simple. They claim to have sent the money I paid Expedia, which was $498, to rent a car from Sixt in PIT Airport. Then Sixt told me that Expedia never paid them so I would have to pay at the desk. Then they proceed to charge me with another $570 plus $200 deposit too. They said to call Expedia to get a refund on the original payment. Called Expedia and they said no Sixt does have the original payment and that they need to issue the refund. After getting the run around for 7 days, I had to call my bank and report the charges as fraud. My bank confirmed that yes Expedia and Sixt did both charge me almost $1200 between the two charges.

All in all run as fast as you can from these companies, Sixt and Expedia!

Service
Value
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Thumbnail of user jackw1231
1 review
0 helpful votes
April 27th, 2023

I've been a member of the Expedia community since 2008. I've booked hundreds of flights and hotels with Expedia all around the world. In the last two years, I have experienced nothing but problems with Expedia. Last year they failed to book a ticket purchase to Croatia that was made on their website. The airline had no record of my purchased flight. Expedia was able to fix the problem but we lost a day of travel. Most recently I booked a flight and hotel deal. I chose "partial dates" on the hotel because we were only spending 2 nights in D.C. Before heading to Wilmington, DE. The Expedia website booked us for 5 nights even though I had chosen the "partial dates" for the hotel. Now I'm paying for 5 nights in DC when we are only staying 2 nights. I gave Expedia the opportunity to fix the problem and they said it could not be fixed as it was a non-refundable reservation. Expedia bundles the flight cost with the hotel cost at checkout so it is unclear what you are paying for. A faithful member of the Expedia community has now left for good. I've had 3 out of my last 6 trips, screwed up by Expedia in some form or fashion. WARNING - Stay Away from Expedia. I am./

Tip for consumers:
Expedia's service level has declined significantly over the past few years. Look for better options.

Products used:
Travel booking services.

Service
Value
Returns
Quality
Thumbnail of user shahins10
1 review
0 helpful votes
April 26th, 2023

Not sure how they received 1 star on all other sites, but more than 4 star on their own? Well, the fact that they don't have an email address and have no formal complaint site (the one they have requires between 11 to 13 digit itineraries, but theirs is more than that) should be a good sign of just what sort of a company it really is. You can't add to that page, so how do the others get added to reach 4 stars? Just avoid at all costs, and book directly with venues, since such companies, like Thomas Cook, collapse out of nowhere and then you will have to beg to get your money back

Tip for consumers:
Just avoid Expedia at all costs. All is well, till you have an issue, or when they will, and they will for sure, go bankrupt, since companies with 1 star rating can't stay around for too long.

Products used:
Made the stupid mistake of booking an apartment via Expedia. There are fees being charged that are not stated anywhere on the site. Its like BA saying you will be charged for bags to be checked-in way down a booking form and not even saying how much they will be. Then after a booking is made without cancellation you get an email in German. Then you complain and they say we said you need to pay, but since we don't own the property and have booked it through 3 different companies we have no idea what those fees would be. Completely shocking. Just avoid and save yourself the headache.

Service
Value
Quality
Thumbnail of user angelar1461
1 review
0 helpful votes
November 16th, 2021
Verified purchase

I've used Expedia many times and have been so pleased. They have provided excellent service up until my last trip. I booked a four day trip through Expedia. Upon arrival it was clear the room was not as advertised on Expedia website. The rooms were older than shown and the room itself was dirty. I contacted Expedia the next day and asked to check out and be refunded remaining amount for the stay. At this point Expedia and the hotel began playing hot potato, each one blaming the other and both stating they "would like to provide a refund" but it was up to the other party. If you book with Expedia, do not expect the rooms to be what was advertised. Also know that if you are not satisfied with your accommodations you will not be given even a partial refund. I will never use Expedia again because they do not stand behind their services.

Tip for consumers:
Beware that photos of hotels on Expedia website may not be accurate. And once you check in, it’s too late to be guaranteed any type of refund. Do not expect Expedia to do anything other than apologize and say there is nothing they can do.

Products used:
One night at hotel (but booked for four). Left in less than 24 hours.

Service
Returns
Quality

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About the business

Expedia is an online travel agency. It enables users to access a wide ranges of services. It books airline tickets, hotel reservations, car rentals, cruises, vacation packages, and various attractions and services via the world wide web and telephone travel agents.
Its primary web businesses include Expedia.com, Hotels.com, Hotwire.com, and Egencia.com. It launched Tripadvisor in 2011. It also offers services for corporate travel and travel services in Europe and Asia.

Expedia also operates internationally with sites in Canada, the United Kingdom, Germany, France, Italy, Spain, the Netherlands, Norway, Sweden, Denmark, Australia, Japan, and China. It is done through its investment in eLong.

Business History

Established in 2003

With years of experience in the industry and the motivation to begin a venture run by drivers for drivers is how CARiD came to life. Founded in New York City just over a decade ago and now located in Cranbury, New Jersey, CARiD is growing by the day. Our staff is full of energetic and enthusiastic representatives who enjoy speaking with customers and getting to know the products. The atmosphere in our office is professional but upbeat. We're not just a group of salespeople who go to work and punch in. We do the research and have developed relationships with some of the most reputable manufacturers in the business to be able to carry an extensive collection of car accessories for you to choose from.

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