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Expedia Inc Reviews (2550)

June 3, 2015 Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case O-[redacted] Dear Revdex.com: Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing...

us to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt his concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case [redacted]) regarding a flight cancellation.  We understand Mr. [redacted] is requesting a refund of the return flights as approved by [redacted].  On June 2, 2015, we attempted to contact Mr. [redacted] to acknowledge receipt of his Revdex.com complaint but were unable to reach him. Our records indicate on December 20, 2014, the customer or an authorized user on the account, self-booked a vacation package on Expedia.com for hotel and flights.  Travel was on February 28, 2015, from Kansas City, MO to San Jose del Cabo, with [redacted], for four travelers.  The return date was March 5, 2015.  Hotel reservations were with the [redacted] All Inclusive resort. Between the dates of March 1 and April 23, 2015, we can confirm multiple calls and emails were exchanged with our customer service department requesting to make changes to the vacation package.  During this time, our customer service representatives advocated on the customer’s behalf by contacting the vendors.  On May 14, 2015, we received emailed correspondence sent by the customer from [redacted] providing the refund value for each ticket and confirmation the tickets were in-process for a refund.   In researching further, we have confirmed the original airline tickets were exchanged which generated new ticket numbers for [redacted] and [redacted]  On June 2, 2015, we contacted [redacted] to reconfirm the refund approval which has been processed in the amount of $554.24 to the original form of payment used at the time of the booking.  The time that it takes for the refund to post to the customer’s account depends on the time that it takes for the credit card company to process these requests. Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and subject to the rules and restrictions of those providers.  We regret Mr. [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused. When our customers contact us for assistance, it normally involves us contacting the vendor of the reservation to resolve. We keep the customer on the phone while we call out.  At times, it may be necessary for our customer service representatives to follow-up at a later date when the opportunity presents itself, which may not fall within the timeframes preferred by our customer.    We thank you for the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Millicent F[redacted]Tier 3 Customer Service

June 1, 2015
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-[redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com...

allowing us to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding vacation package reservations. We understand the customer is requesting a refund of $73.00.
The customer’s comment stated they encountered difficulties with their recent reservation, and we would like to further research the matter in order to assist the customer with their concerns. The information provided in the customer’s comment was not linked to an account or itinerary. We ask the customer please provide us with an itinerary number. The customer may also provide the email address used to make their reservation so that we may fully review the concerns the customer noted.
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service

Complaint Department
 
 
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
 
Thank you for your response. We have reviewed the documentation/new information provided to further address Ms. [redacted]’s concerns.
 
Our records reflect on June 29, 2016, the customer self-booked a package reservation for [redacted] and [redacted]. Travel was on Air Canada, departing September 10, 2016, from Cincinnati, Ohio to Calgary, Canada; and returning on September 17, 2016. The package includes a hotel stay at the Homewood Suites by Hilton Calgary-Airport. The package includes a car rental with Dollar in Calgary, Canada. The package includes the Expedia Vacation Waiver and the car rental insurance, via itinerary number [redacted]. The customer is stating that they have not received the full refund for the reservation.
 
On September 8, 2016, the customer contacted Expedia to cancel the reservation. Expedia canceled and refunded for the hotel, rental car and rental car insurance using the Vacation Waiver in the amount of $1,158.68. Expedia advised the customer that the flight was nonrefundable; however they would have a flight credit.
 
Based on the airline policy the tickets are nonrefundable. The customer does have a flight credit with Air Canada which is valid for 1 year from the original issued date of June 29, 2016. The customer is responsible for the airline imposed change fees of $200.00 per person; plus any fare difference.
Once the flight credit is booked Expedia would refund the customer for the change fees only using the Vacation Waiver. The customer can contact our customer service department at 1-800-397-3342 to book the flight credit. The customer can reference the itinerary number and this case number. Please note, if the flight credit is not used within the timeframe the airline will consider the tickets as a lost value. Expedia cannot extend the flight credit.
Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers. Air Canada was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We must adhere to the airline’s policies.
 
In regards to the Vacation Waiver that was purchased in conjunction with the reservation. The terms of coverage were displayed to the customer at the time of the booking and are available within the confirmation email that was sent upon booking; which state:
 
If you purchase a Vacation Wavier, you may change or cancel your Trip for any reason one time prior to the Scheduled Start Time, and we will:
Process that change or cancellation on your behalf with the applicable travel providers (airline, hotel, rental car company, destination activity provider, etc.); Waive our own change or cancellation fees (if any); Return any amounts refunded by the travel provider(s) to you; Refund any amounts withheld by the travel provider as a change or cancel fee; Apply any travel credits awarded by a travel provider to your account with that travel provider (subject to provider’s redemption policies and restrictions); and When you redeem these travel credits, we’ll reimburse you for any change or cancellation fees you are charged by a travel provider at the time of redemption.
How do I get a refund for my flight?
First, contact Customer Service to change or cancel your flight. The airline will refund your flight in the form of travel credits with that airline. You may then use those credits to purchase a new ticket on that airline. When you redeem those travel credits through Customer Service the airline will apply a change or cancellation fee in accordance with its redemption policy.
 
Based on the above, Expedia is unable to honor the request for the refund.
 
We thank you for allowing us to address this matter further.
 
 
Sincerely,
 
Delia K[redacted]
Corporate Customer Service

Complaint: [redacted]I am rejecting this response because:
Dear Expedia.com, There is already 2 months since the first time I asked to cancel my hotel reservation! 60days! The response from you was always we are trying to contact the hotel, but because the time difference, Expedia cannot reach the hotel in almost 60days. We're canceling the reservation because the person that booked it is sick, I'm helping her to contact with you, her English is not good. It's almost the the day to check in the hotel. 60 days! And Expedia.com cannot fix it! Isn't it irresponsible? Hope you can get it fixed in these few days left!  Sincerely Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
Expedia still doesn't understand my concern. My concern was that I wanted to change my hotel schedule but the Expedia agent canceled my schedule and booked a new schedule without any explanation. The Expedia agent didn't tell me that the agent is going to cancel my schedule and book a new schedule. If I knew that the agent will cancel my schedule and book a new schedule, then I would not do that. I would cancel my existing hotel schedule with cancellation fee $264.31. However, the Expedia agent did that without any explanation. After that I knew that from my credit card activities so that I called Expedia for correcting the Expedia fault but failed. Thus, I requested to cancel the schedule that was made by Expedia fault. However, Expedia charged the new cancellation fee $647.48. Also, I had to cancel my flight tickets again that caused re-issue fee $500. If I canceled my existing schedule, then I would pay the flight tickets cancellation fee $500 and the existing hotel schedule fee $264.31 only. However, the Expedia fault caused the additional hotel cancellation fee $647.48 and the additional flight tickets re-issue fee $500. I paid $264.31 + $500 + $647.48 + $500 = $1911.79. I didn't need to pay $647.48 + $500 = $1147.48 because that was from Expedia fault.
Sincerely,[redacted]

October 9, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentDear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which...

have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a refund for a hotel reservation.As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J[redacted]Corporate Customer Service

September 27, 2015
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing...

us to address the comments and concerns which have been brought to our attention
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a reservation booked on Expedia.com.
 
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case.
                                        ...
Sincerely,
 
Tier 3 Customer Service
 %3

Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns...

which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Mr./Ms. [redacted] (Revdex.com case number [redacted]) regarding their reservations.
As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.
Again, we thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
                                        ...
Sincerely,
Tier 3 Customer Service

February 26, 2016 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us...

time to address the comments and concerns which have been brought to our attention. Expedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation. Our records indicate on November 15, 2015, the customer self-booked a hotel reservation using the Expedia.com website. Accommodations were at the WOW Resort from December 28, 2015, to January 2, 2016. We understand from the complaint, the customer is requesting a refund for additional charged incurred. Upon receipt of the Revdex.com submission, we have verified on December 28, 2015, the customer contacted Expedia stating upon arrival at the hotel there was no reservation. We apologize for any inconvenience that may have occurred. On December 28, 2015, a full refund was processed back to the customer’s original form of payment. However, the customer stated she incurred additional charges above what she had been charged originally. At this time, we are requesting [redacted] submit a copy of the hotel receipt or a copy of her credit card statement reflecting the additional charges. The customer may submit the information through the complaint submission on the Revdex.com website. This information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Lisa S[redacted] Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:
In your attachment you show a hyperlink to click on which is labeled "refueling". I'm suppose to know that the "refueling link" would show me information about limited mileage??? You're really reaching here. You know you guys are wrong and should change your deceptive practices. I'm not asking for a refund just that you stop the deceptive practices. Again even in your picture it clearly states unlimited mileage.Sincerely,[redacted]

June 13, 2016 Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns...

which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding their reservation.
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case. Sincerely, Tier 3 Customer Service

August 6, 2015 Revdex.comE.com – Alaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: O-[redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the...

Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding the hotel reservation refund request.   Upon researching the customer’s complaint, we were unable to find a hotel itinerary under the email address provided by Mr. [redacted]. Further research shows, no other reservation could be found related to the information stated in the complaint, please provide the full itinerary number and or other email address for further research. We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Angel A[redacted]Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:
 
It is obvious that you are not trying to help me about my account.
And you are not answering directly to my question.
I dont have any possibility to use the mail address you are talking about starting with "[redacted]" it is not mine. So I can not get my account back with this way..
The Id number you provided.. There is no place to use that information to get back my account either...
The question about my account's points still not answered. Is there still points over 100 USD in my account?
How will I get my account back?
Sincerely,[redacted]

January 31, 2017
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our...

customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia, Inc. is responding to the consumer complaint from Mr. [redacted] (Revdex.com case number [redacted]) regarding a refund for cancelled hotel penalties.
 
Our records reflect on August 13, 2016 the customer accessed Expedia.com and booked a package reservation for flights for four passengers from San Jose, CA on November 18, 2016 to Cabo San Lucas, Mexico returning November 24, 2016.  The reservation also included a stay at [redacted] - All Inclusive Resort for corresponding dates.  The flights were non-refundable and contained a $150.00 per person change fee. The hotel’s stated terms, agreed to at the time of booking were:
Cancellation and Change Policy: Refundable 
Cancellations or changes made after 4:00 PM local hotel time, Wednesday, November 16, 2016 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.
Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.
 
The customer has stated his family missed their flights on November 18, 2016 and had to reschedule their trip.  The hotel terms above provided the hotel had the right to keep the reservation in full as it was not cancelled prior to check in date.  The hotel was kind enough to only charge a penalty of $264.31.
 
As the flight and hotel were a package booking, when the customer did not keep his reservation, Expedia had to cancel the first reservation and rebook the customer.  The customer is concerned that the hotel pricing was higher when re-booking on November than it had been in August. 
 
Expedia uses real-time reservation databases for our travel products, such as cars, hotels, cruises, and flights.  These databases link to our vendor partner’s companies and contain up to the moment prices and availability.  Information on the databases is updated constantly by vendors as pricing changes and travel related items are sold to our customers and customers who are accessing the same pool of products independently or through other travel companies.  Vendors also limit the amount of their product available for discounted pricing.  As the discounted items sell out, low prices may no longer be available.  As the customer was booking imminent travel, pricing was higher than when they originally booked several months earlier. 
 
When the customer decided to cancel his reservation a second time, the hotel agreed to refund the penalty they kept on the first cancelled booking and $264.31 was refunded to the customer.  However they did enforce the terms of the second booking, which were:
 
Cancellation and Change Policy: Refundable 
Cancellations or changes made after 4:00 PM local hotel time, Friday, November 18, 2016 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.
Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.
 
Expedia requested a waiver for the hotel penalty, but the hotel declined and advised they would be enforcing the penalty by retaining one night hotel charges, plus taxes and fees, in the amount of $647.48. 
 
Expedia regrets Mr. [redacted] situation, however, the matter stemmed from his family missing their original flights and Expedia must support and enforce the terms and policies of the vendors whose services we offer on our website.  We cannot agree to refund the customer’s hotel penalty. 
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Roseanne G[redacted]
Tier 3 Customer Service

Complaint: [redacted]Hello Revdex.com,Thank you for the information from the Expedia, Inc. Iappreciated their time getting back to me on this note. I never received a callnor received any voice message from Expedia, Inc. May be they called wrongnumber. The room I had was the Standard room 1 twin bed which was the same asit listed on the hotel website. My booking with Expedia was nonrefundable.  Payment was due at time of booking. No changesor cancellations allowed. I called Expedia before the booking and asked if they couldcheck out the hotel website for verifying the price before my booking. Frommany emails and phone calls with Expedia, they never really did price verifyingwith the source. It was not a good experience with this “The price guarantee program”. My lesson learned.Please close this case. It is not worth the timeThanks again for all your time.Sincerely,[redacted]

October 28, 2015
Revdex.com
Alaska, Oregon * Western Washington
Complaint Department
Re: Expedia Case #: O-[redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to...

address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Our records reflect that on October 16, 2015, Mr. [redacted] booked an Expedia Vacation Package which included roundtrip flights from Denver, Colorado to Cancun, Mexico, ground transportation from the airport and a three-night stay at the [redacted] from November 23, 2015, through November 26, 2015. We have confirmed the reservation was purchased by Mr. [redacted] or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representative.
We understand from Mr. [redacted] complaint that he intended to book his departure and check in date for November 22, 2015. He contacted Expedia to assist with making the adjustment. We canceled the ground transportation from his package and issued a refund. We then rebooked it for him on a new itinerary. Mr. [redacted] also requested to change the date of his flight but, the airline charges a fee of $99.00 per passenger, plus any difference in airfare to make the change. According to Mr. [redacted], he was subject to additional fees and will have to pay even more to find hotel accommodations for November 22, 2015. He is seeking reimbursement from Expedia for the additional expenses that generated from the booking error.
As Mr. [redacted] acted on his own behalf as the travel arranger, he is responsible to select the proper amenities and dates conducive to his travel needs.  Furthermore, as Mr. [redacted] or an authorized user of the account agreed to the Terms and Conditions of the booking and as no error was created by Expedia, we cannot honor his request for reimbursement. We regret to hear of the inconvenience this has caused.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Marlon J[redacted]
Tier 3 Customer Service

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for your cooperation and help Expedia. (It would have been nice if Expedia would have been as cooperative BEFORE I contacted Revdex.com). ThanksSincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:  Expedia on line services is the most frustrating service trying to deal with when changing a reservation.  Every single time I connect with their representatives in the Philippines, we start from square one and go through a "process" that gets no results.  They have their customers hanging on the line for much too long of time, a requirement of their "policy" going by "clip board rote" process and NOTHING gets resolved.  I am still trying to change a single leg of flight and I am at the end of my patience....6 calls, most lasting going on 30 minutes, with their calls to "help desk", unable to contact airlines, etc.  When I ask them to call me back once they have the information requested/required, their reply is they can not do it due to "company" policy.  Based on this type of service, I will never recommend nor use Expedia again in world wide travel reservations.  These people should not be in business and based on this experience won't be long; they are not customer service oriented, and totally unable to resolve the most common issues in the travel industry.Sincerely,[redacted]

April 28, 2016
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to...

address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Our records reflect that on October 28, 2015, Mrs. [redacted] booked roundtrip flights from Omaha, Nebraska to Cancun, Quintana departing on March 12, 2016, and returning on March 19, 2016.
We understand from Mrs. [redacted] complaint that Delta Airlines initiated a schedule change to Mrs. [redacted] itinerary casing her to miss her connecting flight from Mexico City to Cancun. Per Mrs. [redacted], the change was accepted by Expedia and Delta Airlines quoted a $200.00 fee per passenger to make a voluntary change to her flights. Mrs. [redacted] is now stating that she is due compensation for the stress of missing her flight and dealing with unsatisfactory customer service from Expedia.
We apologize for the inconvenience this may have caused Mrs. [redacted]. Please be advised that Expedia does not have a direct control over the flight schedules of the airlines especially regarding involuntary schedule changes.
Our records confirm an airline schedule change to two flights causing a 19 minute difference to one flight.  We sent email to Mrs. [redacted] advising of change. There was a one hour one minute connection time between flights. A Delta Airlines representative advised Expedia that the connection time was valid and that only a 35 minute connection time is needed. 
An involuntary airline schedule change can include a change in flight numbers, departure and arrival times or operating equipment. As these changes were considered minor by airline standards, Expedia accepted these changes on the customer’s behalf and sent an email regarding the change. As we see no errors by Expedia, we are unable to offer compensation.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Marlon J[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:According to Expedia's policy, I was to get the refund by now and I have not got the refund. Why does Expedia state that I will get a refund in 3-5 days if I cannot get a refund in 3-5 days? This response does not address the fact that Expedia has very specific rules on how refunds are handled and Expedia did not deliver on the promises. 
Or to say it another way, Expedia promised when and how I would get a refund and then when the refund did not show up, Expedia just claimed they had nothing to do with refunds. Deceptive advertising at the very least, I would call it fraud.Sincerely,[redacted]

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