Review Insights · App Store
Expedia: Hotels, Flights, Cars
Expedia, Inc. · 5,786,309 ratings · ★ 4.8
4.8
★★★★★
5,786,309 ratings
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Top complaints - extracted from 40 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"expedia"
16 negative reviews mention this · 40% of all complaints
★★★★★ "Do not book with Expedia. Expedia is managed by AI. A human is not available to help with any changes with the reservation or booking questions." - waterbottel5678
2
"customer"
11 negative reviews mention this · 28% of all complaints
★★★★★ "Push customer to airline and back. So they failed to book infant seat ticket properly but took a full price, now they pushing back on airline and airline push back on them, that was my last booking with Expedia I will stick to booking." - JustWalter
3
"book"
10 negative reviews mention this · 25% of all complaints
★★★★★ "Do not book with Expedia. Expedia is managed by AI. A human is not available to help with any changes with the reservation or booking questions." - waterbottel5678
4
"help"
9 negative reviews mention this · 23% of all complaints
★★★★★ "Do not book with Expedia. Expedia is managed by AI. A human is not available to help with any changes with the reservation or booking questions." - waterbottel5678
5
"money"
9 negative reviews mention this · 23% of all complaints
★★★★★ "Cancellation policy sucks. I booked my trip for the wrong date. AI chat said I can cancel and file a claim to get my refund. It was wrong. They did not give me my refund so I’m out all that money. I will delete the app and NEVER GO WITH EXPEDIA AGAIN. So mad. They di…" - PianoLady24
6
"service"
9 negative reviews mention this · 23% of all complaints
★★★★★ "Ticket. Worse customer service ever. I try to fix situations that were out of my control. I was able to transfer once but then I had to buy a brand new ticket. I spent so much money on my tickets and none of you can help figure the best way to prob…" - Nickname that everyone has
7
"booked"
8 negative reviews mention this · 20% of all complaints
★★★★★ "Cancellation policy sucks. I booked my trip for the wrong date. AI chat said I can cancel and file a claim to get my refund. It was wrong. They did not give me my refund so I’m out all that money. I will delete the app and NEVER GO WITH EXPEDIA AGAIN. So mad. They di…" - PianoLady24
8
"refund"
8 negative reviews mention this · 20% of all complaints
★★★★★ "Cancellation policy sucks. I booked my trip for the wrong date. AI chat said I can cancel and file a claim to get my refund. It was wrong. They did not give me my refund so I’m out all that money. I will delete the app and NEVER GO WITH EXPEDIA AGAIN. So mad. They di…" - PianoLady24
9
"customer service"
7 negative reviews mention this · 18% of all complaints
★★★★★ "Ticket. Worse customer service ever. I try to fix situations that were out of my control. I was able to transfer once but then I had to buy a brand new ticket. I spent so much money on my tickets and none of you can help figure the best way to prob…" - Nickname that everyone has
10
"rental"
6 negative reviews mention this · 15% of all complaints
★★★★★ "Horrible place. Turned in the car early told me rental company would not reburse me and I have proof they would I paid for seats I never got" - Never use them1
11
"through"
6 negative reviews mention this · 15% of all complaints
★★★★★ "Stranded at rental car counter. Booked car through app. Took taxi to pick up confirmed car. No cars available. Out the taxi fare and uber for a ride back to where we needed to be. Plus, forced to contact Expedia for a refund. App should make things easier, not strand you …" - Sterling100
12
"hotel"
6 negative reviews mention this · 15% of all complaints
★★★★★ "Disappointed. We were in Montana traveling and we accidentally booked a room for the next night instead of the night we got into town. The hotel said we could just book a room with them and Expedia would not refund us. Expedia would not refund us so we e…" - Gjhivy80
📋 All 40 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Do not book with Expedia
Expedia is managed by AI. A human is not available to help with any changes with the reservation or booking questions.
Cancellation policy sucks
I booked my trip for the wrong date. AI chat said I can cancel and file a claim to get my refund. It was wrong. They did not give me my refund so I’m out all that money. I will delete the app and NEVER GO WITH EXPEDIA AGAIN. So mad. They did not even try to make it right. Y’all suck.
fix your app
your app never works correctly, always glitches or bug out and so i can never access my trip
Push customer to airline and back
So they failed to book infant seat ticket properly but took a full price, now they pushing back on airline and airline push back on them, that was my last booking with Expedia I will stick to booking.
Horrible place
Turned in the car early told me rental company would not reburse me and I have proof they would I paid for seats I never got
Bad
Bad
Constant annoying emails and notifications.
Constant annoying emails and notifications.
Thieves
Expedia stole $168 from me I booked a car reservation. They took my money I went to the car rental office. They said they did not accept my payment and they said that they weren’t gonna give me a refund because it was past the reservation time, even though I was in the line during reservation time they only have one employee working on the customers and one other employee assisting with office stuff. So they took my money and blamed me! BEWARE!
Worst Travel Experience
Have lost hundreds of dollars to Expedia and their inflexible policies
Very difficult to use
Very difficult to get itinerary on the app
Stranded at rental car counter
Booked car through app. Took taxi to pick up confirmed car. No cars available. Out the taxi fare and uber for a ride back to where we needed to be. Plus, forced to contact Expedia for a refund. App should make things easier, not strand you in a foreign country at a rental car counter. All of this was easily avoidable by Expedia. And now easily for me too. Book direct!
Ticket
Worse customer service ever. I try to fix situations that were out of my control. I was able to transfer once but then I had to buy a brand new ticket. I spent so much money on my tickets and none of you can help figure the best way to problem solve situations.. I was given three different answers from three different people. Felt like no one is properly trained to do there job. I hate Expedia and will never go back to you guys again
Never use a third party app
If I could give Expedia zero stars, I would. Never book a Southwest Airlines flight through this platform. They are actively holding customer funds hostage to force unauthorized upcharges.I canceled a Southwest flight and received an official Expedia "Flight Cancellation Confirmation." According to Southwest’s official airline policy, a canceled fare credit can be used like cash to book a brand-new ticket without paying any forced fare upgrade fees. However, Expedia's backend customer service software is completely broken. Because their system is incapable of doing a clean cancel-and-rebook, it forces the transaction through a "Ticket Exchange" sequence, which triggers an automated error code demanding an completely unnecessary upgrade fee to a higher fare class.Instead of admitting their software is broken, Expedia frontline staff spent hours gaslighting me, lying, and giving me completely contradictory scripts. First, an agent told me I was forced to rebook through Expedia. Then, a completely different agent flipped the script entirely, claiming Expedia wasn't holding the funds and that Southwest could just book it if they wanted to.I literally had to initiate a three-way conference call with a live Southwest Airlines employee on the line. The Southwest agent openly argued with Expedia, verified that my credit was fully valid for a direct rebook, and explicitly apologized to me on a recorded line because Expedia's active "agency control lock" was blocking the airline from processing my money.After demanding a supervisor, I was hit with a total bait-and-switch. The supervisor claimed he could finally book me the basic flight. But the second he ran it through his screen, the system still tried to jack up the price-even though the exact flight was showing a lower price right on the Expedia app! They are outright refusing to follow the airline's rules to extort an extra fee out of me.They will leave you on infinite hold loops hoping you get exhausted and just pay their forced upcharge. I have officially filed a formal consumer complaint with the U.S. Department of Transportation (DOT) for deceptive ticketing practices and am escalating this directly to their corporate headquarters in Seattle. BOOK DIRECTLY WITH THE AIRLINES ONLY.
Terrible
Broken links, countless errors after purchasing. Spent $3000 on a vacation just to have Ai slop customer support and horrible web and app issues trying to book a car. So frustrating, just let me enjoy my
vacation
vacation
No Toll Free Customer Help Number
No Toll Free Customer Help Number
Bad
1
Help
Got all the confirmation codes but AAL can’t find us …
No help
I have been using Expedia for years. Recently booked a rental car through Expedia. The rental car company will not return hundred of dollars of a deposit and have not provided any reason for why this is being kept. Reached out to Expedia multiple times and they are not helping resolve the issue and the rental car company will not respond refunding the rental car deposit. I don’t recommend using Expedia if they can’t help resolve a simple issue like this one.
Disappointed
We were in Montana traveling and we accidentally booked a room for the next night instead of the night we got into town. The hotel said we could just book a room with them and Expedia would not refund us. Expedia would not refund us so we ended up paying twice for one room.
I have used Expedia for a long time and was very disappointed with this.
I have used Expedia for a long time and was very disappointed with this.
Five Years of Trust, One Terrible Experience
I have been using Expedia for the past five years, and overall my experience has been very positive. Most of the hotels I’ve booked through the app have met or exceeded my expectations, which is why I have continued to trust Expedia for my travels.
Unfortunately, this weekend I had one of the worst travel experiences of my life.
I booked a motel in Florence, Kentucky, through the Expedia app. Based on the photos and information provided on the listing, the property looked clean, well-maintained, and comfortable, so I had no hesitation in making the reservation.
However, when my wife and I arrived, we were shocked. The motel was nothing like it appeared on Expedia. It was extremely dirty, and there was a terrible odor throughout the property. The smell was so overwhelming that we couldn’t even enter our room. We turned around at the doorway and left immediately because we did not feel comfortable or safe staying there.
Since we had nowhere else to stay, we had to book another hotel at the last minute, which ended up costing us nearly twice what we had originally planned to spend.
To make matters worse, Expedia still charged me for the original booking. After contacting customer service, I was told that I would not receive a refund and was instead offered only a $25 credit.
Honestly, this is not the level of service I expected from a company like Expedia. I understand that policies exist, but when a property is so drastically different from what is advertised and is clearly unsuitable for guests, customers should be protected. Offering just $25 after such an experience is disappointing and does not reflect the customer service I have come to expect over the past five years.
I hope Expedia takes situations like this more seriously and does a better job of ensuring that hotel listings accurately represent the properties they advertise. Long-time customers deserve better.
Unfortunately, this weekend I had one of the worst travel experiences of my life.
I booked a motel in Florence, Kentucky, through the Expedia app. Based on the photos and information provided on the listing, the property looked clean, well-maintained, and comfortable, so I had no hesitation in making the reservation.
However, when my wife and I arrived, we were shocked. The motel was nothing like it appeared on Expedia. It was extremely dirty, and there was a terrible odor throughout the property. The smell was so overwhelming that we couldn’t even enter our room. We turned around at the doorway and left immediately because we did not feel comfortable or safe staying there.
Since we had nowhere else to stay, we had to book another hotel at the last minute, which ended up costing us nearly twice what we had originally planned to spend.
To make matters worse, Expedia still charged me for the original booking. After contacting customer service, I was told that I would not receive a refund and was instead offered only a $25 credit.
Honestly, this is not the level of service I expected from a company like Expedia. I understand that policies exist, but when a property is so drastically different from what is advertised and is clearly unsuitable for guests, customers should be protected. Offering just $25 after such an experience is disappointing and does not reflect the customer service I have come to expect over the past five years.
I hope Expedia takes situations like this more seriously and does a better job of ensuring that hotel listings accurately represent the properties they advertise. Long-time customers deserve better.
Car rentals
Would give zero if that was an option!
Very disappointed.
Im a client for this app, every week i make reservations through this app for hotels, i’ve made a reservation for vehicle in Dominican Republic, when i got to the rent a car, they told me i have to pay US$1,500 for insurance but on the website never said is mandatory, when I tried to cancel and have a refund back, they didn’t let me cancel and still hold my money, you should put a note that in Dominican Republic they will make costumer get a mandatory insurance, or give the option to cancel, i’ll never use this app again, reason why they didn’t help me with my concern and my money was stoled with no service took.
Beware of flight bookings
I booked a flight to Spain earlier this year thru Expedia. It had a connection in Frankfurt. 6 weeks before my flight, I received a notification from Expedia stating my flights have changed. They deleted my connection in Frankfurt into Doain. No explanation. I contacted Expedia by phone, they told me I must have changed it, which I did not. They told me the airline, United, must have cancelled the flight, no they had not. My two travel companions that booked separately had no changes to their flight. Expedia would not resolve my issue. I was hung up on, called back and was promised a call back which I never received. To protect myself, I purchased that connecting flight directly from the airlines. Completely lost trust in Expedia after their disappointing handling of my issue. Now I will only purchase airliner tickets directly since Expedia can’t be trusted to honor their tickets.
Ver bad experience
Expedia is not supporting their customer and they are not
fighting strong with the hotels they contracted with. Expedia have contract with lot of hotels without knowing how those hotels are treating the customer. Due to this customers are loosing their hard earning money. This has to be stopped and expedia should keep the hotels in to blacklist especially
fighting strong with the hotels they contracted with. Expedia have contract with lot of hotels without knowing how those hotels are treating the customer. Due to this customers are loosing their hard earning money. This has to be stopped and expedia should keep the hotels in to blacklist especially
Oversold and No Refund
I paid in advance for a room. When I got there, the property manager told me that there were no rooms available. He said that they did not get any money from Expedia and that I had to work through them to get my money back. They would not communicate with or respond to Expedia to help with my refund and I did not get a refund or anything from Expedia. This is outrageous! BTW, do NOT stay at any OYO “hotel”!
Car rental
Felt scammed
App Crashes
Really want to use the app to plan an upcoming trip but it crashes after viewing one or two properties. In addition, it doesn’t save my search criteria despite being logged in before and after the app crashes. Doesn’t matter whether I used my iPad or iPhone. Same performance. Very tiresome.
La comunicación
Tienen que arreglar la comunicación primero es difícil encontrar un número para hablar directamente con una persona real hay que irse a google para poder encontrar el número y luego la máquina te vuelve loca para , al final decirle a uno que fue imposible entender llame más tarde 😡
Guillermo
Moran
Phone Service Is Awful
Anytime I call them for help it takes them at least an hour to even just find a new flight for me to book using my credits from a cancelled flight. It shouldn’t take an hour minimum to book a new flight with my own credits. Why do I have to call to use my credits?
Trust me don’t use this app they have the worst customer service ever they don’t even try to help
It’s the worst app ever I book a fight with them and they charge my card and took the money than they cancel my reservation and told me you will get refund 3 to 5 business day which is I told them I book the ticket back to the us with my last money I have they told me they can’t help me I told them o don’t have anything left to book another fight I’m staying in hotel I have to check out tomorrow morning I have no where to go
Basically, I will sit in the street they told me we can’t help you and the ticket was 2400$
Basically, I will sit in the street they told me we can’t help you and the ticket was 2400$
No customer service
No one to speak with
Shortened stay
I will NOT be giving you the password to my email in order to get my money back. If I have to hire an attorney to get our money back, I will. We only stayed one night at your hotel choice in Rochelle. We checked out before 11 am, the manager has said she will vouch for that.
The take away your rewards
350 plus dollars just gone after not being able to get into my account
Worest app
I’m using this app from 4 years after I realized this the one of the worst app worst service and worst customer service
Horrible customer service
Horrible customer service
Not the best.
The food not very good quality and prepared similar to a public school cafeteria. The coffee was average and the fresh fruit was poor! The green apples and lemon water in the Lobby was the best.
Frustrated
I’ve used Expedia before but this time it is extremely frustrating. Ive already booked our flight. I’m traveling one way and driving back. Theyve made it literally impossible for me to go back and make another booking for a car rental and hotel. We are flying into Sonoma. I would like to rent a car from the airport and drive down to Morro Bay and book a hotel. It refuses to let me do that and keeps suggesting hotels in Sonoma even though I’ve typed in my preference hotel. Both name and area. Also, I don’t appreciate it when the price goes up if I dare hit the back button to change something. Like I said. Completely frustrating!
System bug with no resolution
Neither the app nor the web site will allow me to save my KTN (copied and pasted from US Govt email). Support is maddeningly hard to access and more or less worthless. Unable to resolve.
App Malfunctions
Every time I access the app there is a malfunction issue. I called CS and they told me I had to uninstall and reinstall the app even though I updated it earlier that day. It’s very frustrating trying to use this app and what frustrates me more is that this is the ONLY app I used up until today. Get it together Expedia this is ridiculous!
Sentiment summary
95%
Positive (4-5★)
2%
Neutral (3★)
3%
Negative (1-2★)