Expedia: most-reported complaints
Automated analysis of 1,060 public Trustpilot reviews published 2025-12-01 to 2026-09-23. TrustScore 3.2 from 19,100 total reviews — see the Trustpilot page. Quick answer: is Expedia legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, with 273 reports out of 641 identified complaints. Refunds are frequently refused, accounting for 158 reports, while misleading pricing and overcharging are also common concerns with 91 and 76 reports respectively. The trend for refund refusals and overcharging is rising, whereas complaints about misleading pricing are falling.
How to reach Expedia
These are the contact details Expedia publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone 1-800-397-3342, address 1111 Expedia Group Way West, Seattle, 98119, US.
The company claimed its Trustpilot profile on 2016-01-26, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-22. Trustpilot ranks it 83 of 83 in Tour Operator. We last checked this profile on 2026-09-23 and found 200 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
1.2 → 3.2 across 13 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-17 (30%, 5.0d) · 2026-08-20 (32%, 4.7d) · 2026-08-24 (33%, 4.5d) · 2026-08-27 (34%, 4.3d) · 2026-09-01 (37%, 4.1d) · 2026-09-04 (38%, 3.9d) · 2026-09-07 (39%, 3.8d) · 2026-09-11 (40%, 3.6d) · 2026-09-14 (40%, 3.5d) · 2026-09-17 (46%, 2.3d) · 2026-09-20 (65%, 1.2d) · 2026-09-23 (72%, 1.1d).
Severity: 46% of this company’s 641 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 5.0 days between the experience and publishing their negative review (810 reviews record both dates).
Measured reply time: across 539 negative reviews that received a public reply, the median wait was 0.1 days — the company profile reports an average of 1 days.
Reply quality: of 539 company replies to negative reviews analysed, 4% engaged with the specific problem and 96% were generic templates.
Review provenance: 617 company-invited reviews in the recent window average 3.62★, while 411 organic (uninvited) reviews average 1.13★.
54% of its 347 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 43% of this company’s complaints vs a 31% median across 122 ranked companies in its sector.
Review velocity: 8,339 of this company’s 19,100 Trustpilot reviews (44%) were written in the last 12 months.
What are the most common complaints about Expedia?
Support unhelpful
273 reports · 43% of complaintssteady“I subsequently found a local newspaper article on it). Called Expedia to try and sort out a refund and was told because "I" wanted to change or cancel my booking the best they could do was give me a £25 OneKeyCash credit”
The company replied on 2026-08-12: “Hi Judd, Thank you for bringing this to our attention. We’re sorry to hear the property was closed when you arrived and that credit was offered instead of a refund. Please contact us through our Help…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“They won’t lift a finger to help you even if stuck in another country.”
The company replied on 2026-07-30: “Hi Daniel, Thanks for sharing your feedback. We understand the importance of feeling supported while managing a travel issue abroad, especially when timely help matters most. Please contact us at…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“Expedia claimed to have "tried", but either were not telling me the truth, or simply didn't have enough clout with the vendor”
The company replied on 2026-08-19: “Hi Jennifer, Thanks for sharing your feedback. Your booking issue and the difficulty making a quick change clearly made this more difficult than it should have been. If you still need help, please…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Refund refused
158 reports · 25% of complaintsrising since 2026-07“I subsequently found a local newspaper article on it). Called Expedia to try and sort out a refund and was told because "I" wanted to change or cancel my booking the best they could do was give me a £25 OneKeyCash credit”
The company replied on 2026-08-12: “Hi Judd, Thank you for bringing this to our attention. We’re sorry to hear the property was closed when you arrived and that credit was offered instead of a refund. Please contact us through our Help…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“the actual unit was not located at the hotel address shown on the listing, but instead was an apartment located several blocks away”
2 readers marked this review helpful on Trustpilot.
“And we got neither the refund nor Expedia credit for it.”
The company replied on 2026-09-03: “Hi Andrew, Thanks for sharing this. We’ve seen your comments about the added charges at pickup and the refund or credit. Please contact us through our Help Center at expedia.com/helpcenter, so our…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Misleading pricing
91 reports · 14% of complaintsfalling“And we got neither the refund nor Expedia credit for it.”
The company replied on 2026-09-03: “Hi Andrew, Thanks for sharing this. We’ve seen your comments about the added charges at pickup and the refund or credit. Please contact us through our Help Center at expedia.com/helpcenter, so our…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“false advertising, customer service agents cannot handle complaints”
The company replied on 2026-09-03: “Hi Lyndal, Thank you for sharing your feedback. We can see why you would want clarity on your baggage concern and how it was handled. Please contact us through our Help Center at…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“they book it and the next thing I get an up front charge for $503 before I even pick up the car”
The company replied on 2026-08-07: “Hi John, Thank you for sharing your feedback about your car rental booking experience. We understand your concerns regarding the charges and booking details. Please reach out to our Customer Service…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Overcharging
76 reports · 12% of complaintsrising since 2026-07“Expedia refused to reimburse the amount and instead repeatedly referred to the hotel’s policies”
The company replied on 2026-08-21: “Hello, Thanks for sharing your feedback. We understand your concerns about unexpected charges and the information you received from customer service. We know how important it is to have clear…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Charged me twice the going walk-in rate and booked me in a property that was 15 miles from my event”
The company replied on 2026-08-13: “Hi Michael, Thank you for sharing your feedback about the rate charged and the hotel location shown during booking. We understand how this may have affected your experience. Please reach out to us…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Expedia did not refund any of my money and offered me a mere pittance of $30 One Key points.”
The company replied on 2026-08-12: “Hi Bill, Thank you for bringing this matter to our attention regarding the system error and refund issues. We understand this left you without your booked stay, with extra hotel costs, and without…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Billing errors
76 reports · 12% of complaintsrising since 2026-07“Expedia then booked me in a second room, leaving the first as well at a non-refundable rate.”
The company replied on 2026-08-21: “Hi Laurie, Thanks for your feedback. We understand your concerns about the room upgrade, duplicate reservation, and cancellation of your original booking. Please contact us through our Help Center at…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Expedia charged my card even though my flight booking failed.”
The company replied on 2026-08-29: “Hi Raúl, Thank you for bringing this to our attention. We understand your concerns about the authorization holds after the failed flight booking and the impact on rebooking. Please contact us through…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I said I would pay at the property they charged me I changed the dates an charged me again.”
The company replied on 2026-08-19: “Hi Katie, Thanks for sharing your feedback. We understand your concerns about the unexpected charges and cancellation issue. Please contact us through our Help Center at expedia.com/helpcenter so our…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Not as described
75 reports · 12% of complaintsrising since 2026-07“the actual unit was not located at the hotel address shown on the listing, but instead was an apartment located several blocks away”
2 readers marked this review helpful on Trustpilot.
“Charged me twice the going walk-in rate and booked me in a property that was 15 miles from my event”
The company replied on 2026-08-13: “Hi Michael, Thank you for sharing your feedback about the rate charged and the hotel location shown during booking. We understand how this may have affected your experience. Please reach out to us…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“The hotel was advertised as a 4–5 star property with a gym and spa. We discovered these facilities had been closed for years”
The company replied on 2026-07-23: “Hi Steve, Thank you for your review. Accurate information and timely support matter, and this is not the experience we want for our customers. Please contact us through our Help Center at…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Compare Expedia with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-23.