Had an issue with Expedia? Get a real response.
How to submit a complaint with Expedia
1) Gather evidence: Have your itinerary/booking number, dates, names, receipts, screenshots (e.g., double charges, provider emails) ready. Clear proof speeds things up.
2) Describe the problem + the outcome you want: State what went wrong (wrong dates, refund not received, poor service) and what you want (full refund, re-booking, voucher/credit). Be specific and reasonable.
3) Choose your contact channel
- Phone (24/7): 133 810 (AU) or +61 2 8066 2745 (overseas). Ask for a case/reference number and note the agent’s name.
- Live Chat (web/app): Open the Help Centre chat, type “agent” to reach a human. Save the transcript.
- Email/Web form: travel@support.expedia.com.au or submit via the Help Centre form. Include your contact details, itinerary, and evidence.
- Expedia app: Go to Help/Support to call or chat on the go.
4) Stay calm, be persistent: If the first rep can’t help, ask (politely) for a supervisor or case manager. Always capture your case ID.
5) Confirm next steps: Before you end the call/chat, ask: what happens next, who will contact you (email/phone), what timeframe to expect, and whether you need to send documents.
6) Keep records: Save emails, note dates/times, and screenshot chats. If the deadline passes with no update, follow up quoting your case number.
- Acknowledgment & case number: You’ll receive a reference ID. Simple issues can be fixed on the spot.
- Timeline & updates: Agents usually quote an estimate (e.g., 48–72 hours for basic fixes). Complex cases (airline/hotel refunds) may take longer. Follow up if you’ve heard nothing by the stated time.
- How they communicate: Expect email updates (check spam). They may also call you or update your “Trips” messages.
- Intermediary role: For hotel/airline issues, Expedia must contact the provider. That can add time, but they often advocate on your behalf.
- Outcomes:
- Refunds/credits: Cash refunds to your original payment when eligible. Otherwise, goodwill credits (e.g., OneKey Cash) may be offered.
- Rebooking/fixes: They can correct errors or rebook without fees when the fault wasn’t yours.
- Closure: You’ll get a resolution note. Not satisfied? Reopen the case or escalate.
- Refunds/credits: Cash refunds to your original payment when eligible. Otherwise, goodwill credits (e.g., OneKey Cash) may be offered.
Common complaints against Expedia
- Booking mistakes: Wrong dates/details, missing segments in confirmation.
- Cancellation headaches: Non-refundable surprises, website won’t cancel, unexpected fees.
- Refund delays/charges: Long waits, currency mix-ups (USD vs AUD), duplicate billing.
- Support friction: Long holds, dropped calls, scripted answers, inconsistent info.
- Third-party gaps: Hotel can’t find the booking, airline cancels without notice, extra rental fees.
- Credits/vouchers confusion: Hard to apply or expiring value.
Pro tips: Double-check confirmation emails immediately, read cancellation/refund terms before booking, mark quoted refund timelines on your calendar and follow up.
Expedia complaints submitted through Ajust
I felt completely dismissed when I couldn’t travel for medical reasons. Even with doctor’s evidence, Expedia blamed the airline, but Air NZ told me they’d never even heard from them. After that, the replies stopped and every call meant an hour on hold just to be told no again. It felt impossible to get any fair treatment. - Liana
Dealing with Expedia became a full-time job. For ten days I kept calling, sometimes waiting more than two hours, only to be cut off or forced to start from scratch with someone new. No follow-up, no confirmed actions, no one who had read the notes. I couldn’t even find a proper complaints contact. It was exhausting and unnecessary. - Kobie
My flight was cancelled just hours before departure, leaving me and my elderly mother stranded without alternatives. I couldn’t get clear answers from Expedia about the refund, even though the payment had gone through correctly. We couldn’t afford another flight until the money came back, and being told to wait days made everything harder. I just needed real help in a stressful moment. - Marcelo
I booked Louvre tickets through Expedia, but they never arrived. I stood outside the venue for two and a half hours trying to get support, and eventually had to get the vendor to resend them. By then, the delay meant we lost our skip-the-line access and our whole day’s plans were thrown out. It completely ruined the experience we’d paid for. - Fred
How other consumers Expedia complaints got resolved
Long refund wait → resolved after escalation: A customer went months without a flight refund. After citing consumer rights and their intent to escalate, Expedia processed the refund.
Multiple “non-refundable” bookings → refunded: A dedicated agent negotiated with hotels/airline. Most charges were returned despite strict policies.
Hotel closed on arrival → refund after persistence: An initial $25 voucher was offered. After two weeks of documented follow-ups, a full cash refund was issued.
Inside Expedia
- Ask for a supervisor/Tier 2: Calmly recap the case and outcome you want.
- Executive escalation (serious cases): Send a professional email to Expedia executive customer relations (include case ID, facts, desired resolution).
- Social escalation: Post a concise message on Facebook/Twitter (X) and move to DM. This often triggers a dedicated team response.
- Persist: Follow up on missed callbacks (keep everything documented)
Outside Expedia (Australia)
- State Fair Trading / Consumer Affairs: Free mediation. Businesses usually respond quickly once contacted.
- ACCC report: Helps identify systemic issues (doesn’t resolve individual cases but adds pressure).
- ATAS (if applicable): Industry complaint pathway for accredited agents.
- Small claims (NCAT/VCAT/QCAT etc.): Low-cost, often effective. Many cases settle once filed.
- State/Territory Consumer Protection: Lodge a complaint with NSW Fair Trading, Consumer Affairs Victoria, etc.
- ACCC – Making a Consumer Complaint: Report misleading conduct/systemic issues.
- ATAS – AFTA Travel Accreditation Scheme: File an industry complaint if Expedia is accredited.
- Tribunals (NCAT/VCAT/QCAT…): Formal route for refunds/compensation when all else fails.
- Related ombudsmen:
- Airline Customer Advocate (airline-specific issues)
- AFCA (financial disputes—e.g., credit card chargebacks or travel insurance bought via Expedia)
- Airline Customer Advocate (airline-specific issues)
- Help Centre / Support: expedia.com.au/help/
- Phone (24/7 AU): 133 810
- Phone (Overseas): +61 2 8066 2745
- Email: travel@support.expedia.com.au
- Legal/Contact info: expedia.com.au/legal/information
- Hotel Price Guarantee: expedia.com.au/price-guarantee-claim (note program changes over time)
- State Fair Trading & ACCC: search “ Fair Trading lodge complaint”; accc.gov.au/consumers/complaints
Expedia Complaints FAQs
How long does Expedia usually take to resolve a complaint or refund request?
Most Expedia complaints are reviewed within a few days, but refund requests involving hotels or airlines can take longer. This is because Expedia often needs to contact the travel provider to confirm details before processing a resolution. If an agent gives you a timeframe, mark it down and follow up if you hear nothing. Keeping your case ID handy helps you get faster updates and avoids repeating information.
What should I do if Expedia keeps giving me generic answers or won’t fix my issue?
If Expedia isn’t giving you clear answers, ask for a supervisor or Tier 2 agent and restate your expected outcome. A clear recap helps the next agent pick up the case without delay. If progress stalls, escalate through social channels or lodge a formal complaint with Fair Trading in your state. Most consumers see movement once a documented escalation path is followed.
Why do Expedia refunds take so long, especially after cancellations or booking errors?
Refund delays usually happen because Expedia acts as an intermediary and must wait for the airline, hotel, or provider to approve the refund. This back-and-forth adds time even when the outcome seems straightforward. Checking the currency used, saving receipts, and confirming the refund timeline during your first contact reduces surprises and helps you follow up confidently if the deadline passes.
When should I escalate my Expedia complaint outside the company?
You should escalate outside Expedia when repeated follow-ups produce no response or your refund timeline has passed without action. State Fair Trading teams offer free mediation and often prompt quicker business responses. For more complex disputes, tribunals such as NCAT or VCAT can order refunds or compensation. These steps give you a clear, structured path when internal support has stalled.
You’ve done your part, now it’s time to hold Expedia accountable.
Take the final step and submit a complaint that gets seen and responded to.