Expedia.co.uk Reviews 

When I first made a booking with Expedia many years ago they appeared to be helpful and efficient. Unfortunately, this is no longer the case. I recently tried to book a holiday with them and the whole experience was a total disaster. We spent some time choosing our destination, hotel and flights but then found it impossible to complete the payment. The transaction was properly authorised by my bank but the payment was immediately refunded by Expedia with a message to contact my bank or try a different payment method. I contacted the bank who could see no reason why the payment should not proceed. After several more failed attempts I tried a different card with exactly the same result. I then tried to contact Expedia. Like many organisations now, they have totally abandoned the idea of providing helpful customer service and rely on online virtual agents which are unable to understand any question which is put to them. After rephrasing the problem several times I was eventually transferred to an online human agent. They appeared to have the same difficulty in understanding the problem and kept asking me to wait 3 –5 minutes whilst they looked into the matter. Eventually all they could suggest was contacting the bank again. I tried to make payment with a third card but this was again immediately refunded. The banks all confirmed that there was no difficulty on their side and were quite clear that the fault was with Expedia. I tried the virtual agent again and when it eventually transferred me to a person, I was told that the problem was probably with the hotel who were updating their software and I should wait 24 hours before trying again. Unsurprisingly I encountered exactly the same problem on the next day. This time I did manage to find a telephone number hidden at the bottom of the support web page under the heading “Legal Information – contact us” The phone was answered by a robot which gave various options but it was not possible to proceed with any of them without entering a booking reference, which of course I had been unable to obtain. I made a complaint by email but the person who replied said that they could not understand my query and asked for a booking reference. I repeated the problem and this time was simply given the useless telephone number that I had already tried. It appears that Expedia have replaced most of their competent staff with an AI system which is totally inadequate. They have clearly become masters of the art of avoiding any sort of direct customer contact and I will never use them again.

Response to the reply from Expedia. This appears to be a standard response. They are still asking for an itinerary number that was never supplied in the first place.

Update note the reply , referring back to a system that dosnt work no help at all.
Ive used expedia for years and in honesty never had a problem until now
But if there is a problem - oh boy is it a drama to get any help , the chat bot is hopless - if you can get a human sadly the ones I got were at best inept at worst obstructive
The error - I cancelled a hotel but expedia did not let the hotel know - the hotel then charged me
Would expedia help - no
all I got was ' you didnt cancel inside the hotel policy window ' not true and I have the cancellation email to prove it
I gave up and rang the hotel myself , it was sorted in 5 minutes
And note - there is no where to put in a complaint - I had to ask to chat to a supervisor - oh they didnt like that at all ! eventually given an email address - submitted a complaint - the complaint has been ignored but lots of replies telling me they are looking at my refund - No one actually read the original email, Its like dealing with a 5 year old! - totally unprofessional
When the site works its good but they are utterly useless if you have a problem,
IF a human from expedia actually reads this ... its reservation 72075163820515
If there are any humans actually working.......

Booked for today through Expedia The Lobster Pot in Bridlington for 2 adults and 2 children back in January, for 2 nights. Travelled over 1 hour and a half to be told we don’t have a booking and Expedia have cancelled it!
Expedia still have our money, they have cancelled it. We were not informed and have travelled all the way for nothing. No rooms left at the hotel because of a football tournament our son was meant to be attending on Sunday. So we have 2 very upset children, can’t find us anywhere else to stay nearby and will have to travel all the way back home, and will have to wait for a refund.
Absolutely disgusting, just unbelievable. Hope you’re happy, because we aren’t!!!!!!!!!!! Never again with Expedia 😡

Can I rate it a zero? How the mighty have fallen, I have been a loyal customer for five years and I have never, EVER, experienced such a lack of care and urgency from a booking agency ever. Even Booking.com had a little bit of remorse to them the countless times they've messed parts of my booking up.

My wife and I were to fly out to Gran Canaria today, I booked last night and we were to set out at 4pm. I expected an email confirmation within the hour but received nothing, chalked it down to maybe it being in the spam folder and moved on with getting some much needed sleep in.

Fast forward to this morning. 9am still no email, 10am still no email, 11am and I'm getting worried because it takes me an hour to get to the airport from where I live and I still haven't received the confirmation.

So being normal and well-adjusted I contact the support function on their website of which I can only kindly say that it felt like it was made by a lobotomized chimpanzee on crash course of if/else statements designed by ChatGPT, utterly useless and inept.

As was their staff, a simple question of "Where is my confirmation email?" was met with the confusion of a toddler trying to figure out AP Calculus.

It took three different agents, THREE BLOODY HOURS and a phone call to finally figure out, "Oops, sorry we're overbooked. lol"

Fair play to the girl on the phone she at least attempted to seem apologetic but now my wife and I are out of precious holiday time off from our respective workplaces, I still have yet to receive my money back and I've honestly felt like I've been scammed and robbed of my time and goodwill.

If anyone has read this, do not sully your faith and good patience with this shambolic farce of a company. I hope it goes defunct and never returns as it would do the world a lot of good if it did.

NEVER AGAIN!

=EDIT (11/07/26)=

As you can see below they've responded via an AI Chat Bot (how very apt considering) and have basically asked me to go back through the exact same process which was the problem in the first place.

This should serve as an example of how little this company cares... Please people do your due diligence, never use Expedia. This company is a shell of its former self, cosplaying what it used to be.

Despicable.

When a simple booking is reversed 12 times no matter how you modify it, even choosing different options, it becomes rather laborious and a complete waste of an evening. The booking process has now got to the point where one wonders if the adverts are real. Would never use this company again. Avoid

I have booked a series of flights through Expedia. The return leg of the trip takes us from Ushuaia, via Buenos Aires and Madrid to London. The flights that I picked were done with care so as to avoid having to change airports in Buenos Aires.

Yesterday morning I received notification from Aerolineas Argentinas that they had changed my flight from Ushuaia: they have changed the arrival airport from EZE to AEP - with a 1 hr 45 minute connection. The recommended minimum connection time for those two airports is 3 hours.

I telephoned Expedia and 'the best' that their help desk operator could offer was to cancel the flight and issue a refund.

This clearly is unacceptable. They are legally responsible for sorting out an alternative routing.

Having had no luck on the phone, I tried contacting them via email. Their response was "We have been exploring flight options for you. However, as per the airline's policy, no suitable flights are available at this moment. We are pleased to offer you a full refund. This option is complaint with the airline's policy which only allows rebooking for the same origin and destination."

We have not changed the origin, we have not changed the destination. It is still their issue to resolve.

It really does feel that their standard operating procedure is to encourage customers to accept a refund and the sell a more expensive alternative routing.

--------Update----------
After sending an email to their CEO, I rapidly had this issue resolved. We are now departing an hour earlier and won't need to change airports. Whilst I am pleased that the issue has been fixed, it should never arisen in the first place.

Following cancellation of our outbound flight, Expedia sent a single notification which didn't make sense (I.e. flight delayed to an *earlier* time). After phoning them from the airport, the itinerary details had to be repeated to various "agents", and they failed to give any support or advice before contacting the airline - which they were unable to do! I submitted, via their app, a complaint, which has not been acknowledged or replied to. A further complaint about the non-response has also been ignored.

Do not book a package with Expedia. As others also note, they have complete disregard for the Package Travel and Linked Travel Arrangements Regulations 2018. Despite the law being clear, Expedia ignore it completely and you have no protection in the event of cancellation of the package.

Booked a package through Expedia for departure in early March 2026. Received ATOL Protection certificate from Expedia confirming "Package (Single Contract)".

Flights via Middle East were cancelled due to the conflict in Iran - fair enough. Tried to get Expedia to reroute via flights that continued to operate but they wouldn't. As a result, the package was cancelled. Like others, after much back and forth, Expedia eventually refunded the hotel only, making it out like an exception on this ocassion etc etc.

As of July 2026, I still have no refund for the cancelled flights. I have spent hours on the phone and live chat with Expedia but they keep referring me to the airline. The airline, who have issued a refund voucher to Expedia, keep referring me back to Expedia.

The consumer protection regulations are crystal clear but Expedia do not engage. Among many other conversations, I have sent them the following but received no response:

I note from a recent letter from the Competition & Markets Authority (CMA) to package holiday organisers (of which Expedia is one in this case) particularly that:

(Paragraph) 12. The CMA expects organisers:
a. To offer the consumer a right to cancel and receive a full refund within 14 days if, due to circumstances beyond its control, the organiser needs to alter significantly any of the main characteristics of the package. This refund is a statutory right under regulations 11(4), 11(5)(b) and 11(8) of the PTRs.

b. To have robust processes in place so that when a package holiday is cancelled by the organiser under regulation 13(3), or the consumer when they are exercising their rights under regulation 12(7) of the PTRs, the consumer is provided with a full refund within 14 days. This refund is a statutory right under regulations 12(8), 13(3) and 14(3) of the PTRs.

Furthermore:

(Paragraph) 14. In reviewing the complaints, we discovered that some organisers were not providing refunds to consumers unless and until they had themselves received back the payments they had made to airlines or accommodation providers. However, the fact that an organiser has not itself been refunded by third parties does not in any way relieve organisers of their duties under the PTRs. It is organisers that are legally obliged to refund consumers in these situations, irrespective of whether funds are first received back from third party service providers.

Terrible customer service. They are leagues below their competitors such as Booking, Agoda and Trip.

After I'd confirmed the booking and before reserving the hotel the price increased. When arriving at the hotel I was told I needed to pay Malaysia tourism tax despite the booking confirmation saying Expedia paid this. My friend who booked the same hotel through Booking.com did not have this issue and I was told Agoda does not have this issue. There is no option to phone customer service through the app and the only option is live chat which puts you through to an Indian support centre with unhelpful agents that cut you off if you take more than 4 minutes to reply.

Save yourself the hassle and book through a different company.

UPDATE:
I phoned up the 'dedicated' telephone number and had to go through a 5 minute call screening to speak to someone and then went through security again. The line eventually gets through to an Indian call centre. The agent that I spoke with was as helpful as he could be but could only take feedback to pass on. The reply to this review suggested that Expedia wanted to do something to put this right but I don't think that was actually the case.

Should be zero stars. I booked a property through expedia which was a two bedroom apartment for four adults and one child. This booking was passed straight to Vrbo (who I have never used before) and after arriving at the property I was told the accommodation was cancelled even though Vrbo sent me confirmation three days prior with check-in details. We were in Cardiff for a Metallica concert therefore all accommodation was pretty much fully booked. Vrbo told me they would refund the accommodation and if I found somewhere else they would compensate up to £300 but I had to pay it out first. The only accommodation I could find to house all five of use was at a cost of £1,100 which I simply did not have therefore we had to drive over 4 hours home with a child, if we'd have got the train, that would not have been an option. It's one thing leaving adults homeless for one night but they also left a child homeless which is unforgivable!!! Expedia then passed the buck to Vrbo even though my contract was with them and they have the legal requirement to deal with it. We missed the band because we did not want to drive through the night with a child in the car therefore leaving us £426 out of pocket plus £100 fuel costs. I used to use both hotel.com and expedia when I stayed away with work, but as they are both run by the same company, I will not use either of them again and will definitely not be using Vrbo either. The response from expedia to this review was also unhelpful just telling me to go to the help centre. This is what I have already done and nobody at expedia was interested in my issue, the fact we missed the gig of a lifetime for my daughter, the fact we lost £426 on gig tickets and the fact we had an 8 hour round trip for no reason with approximately £100 worth of fuel used!!!

I booked a package with Expedia, including a hotel that was advertised by Expedia as including breakfast. On contacting the hotel Expedia have booked room only.
I spoke to Expedia who claim that whilst they advertise as breakfast being included, you are not actually paying for breakfast, but for the 'entitlement to buy breakfast when staying at the hotel'. I have also complained twice to Expedia who haven't even bothered to respond.
I will now be progressing to Trading Standards, I urge anyone to avoid Expedia - as the majority of other reviews show, this company is a borderline scam.

***UPDATE***
Following your reply to this review, I did contact you via Livechat. Despite providing screenshot proof of the price quoted including breakfast (matching the amount I paid) I have yet again been met with excuses. Mistakes happen, but it's how you deal with it that counts. I gave you the opportunity to simply put this right but instead Expedia simply try to deflect and ignore. I will now proceed to take this further.

Tried to book a package holiday via Expedia. Upon payment being processed flights were booked via british airways but hotel booking was declined. website told me to use different payment method. I asked support they said no booking went through so flight money would be refunded. Tried again same issue. Been waiting 1 month for the refund. Told me after 2 weeks i would get money in 3-5 days. any delay would be bank issue. Bank said its not them its the merchant.

I was given a contact to call customer service via trust pilot and it was an on line customer service
I duly gave my itinerary number and followed instructions as given on here
The customer service was terrible they did not want to know they had no time for my husband
Please do not hire a car through this company
We have tried several times to get a refund how many other people have been let down and lost their money by going though this company as a third party loads I suspect
You don’t even deserve one star Expedia you deserve no stars

If there was an option to leave zero stars I would have. I have had an incredibly difficult experience with customer service and the unwillingness to help is astronomical. Please avoid booking (especially anything important such as flights) through expedia. Book directly with airlines/hotels etc or with a reputable travel agency. ** I have tried contacting customer service following your response, still having a terrible time and keep getting messed about.

I was going to give you my story of my experience with Expedia, however with all the ratings on terrible which is exactly what it is I don’t need to bother if I could give it a -10 I would, so I won’t waste my time

Double booked a hotel room by mistake.
Tried to cancel but was given the runaround for two hours before giving up.
We were put in a contiuous loop with different phone numbers to call.
Appalling! Completely blatant !
Use at your peril .

I wish I could give them 0 tbh - it’s taken over 3 weeks for them to realise that I’m due a refund after countless calls, emails and rude customer service agents. Also many agents I spoke to never wrote down our communication or call that I had with them which further delayed me getting my refund! Just know if you’re booking with them don’t expect an easy ride with getting a refund should you need it.
Aswell I am 24 and booked a car under Expedia for me to turn up and the company said they will only hire to 25. When I explained to the car company and Expedia that I had stated my age at the time of booking and the policy did also document that additional fees may apply for young drivers Expedia completely dismissed me saying it was my fault for booking with them. When in fact it’s Expedia’s responsibility to not show me unsuitable services when I’ve provided the correct details. I’d just completely avoid Expedia if i was you and use ANY other booking platforms available

I would give them zero stars if I could. Booked flights with this scamming company . One flight the airline have said we’re not booked on and have never booked on. Expedia have charged us full price for both flights and can’t get the money back

I requested a cancellation of the return leg of an emirates flight booked through Expedia from London to India with a stop over in Dubai. I rang up the Delhi office and asked for cancellation of the flight and the refund of the return section due to the war in the Middle East war and the targeting of Dubai airport by drones and missiles. I had no choice as apart from the Danger the U.K. had issues a travel advisory to stop all travel to the emirates by U.K. citizens as it was declared unsafe. My insurance policy would have been also cancelled. I was told by emirates in Delhi that I will receive an email from Expedia with regard to my refund. I have received no communication for three months. Dealing with Expedia feels like they are running a scam.

Booked Hotel, Expedia then send an email 'your booking won't now be honoured, hotel no longer operating'! Then get email from hotel 'booking will be honoured' by which time I'd booked an alternative so had duplicate bookings. Contact Expedia requesting cancellation of initial booking. Expedia cancel ALL!

Truly awful!!