{"id":"expedia","page":"https://escalate.alexgaoth.com/#/c/expedia","html":"https://escalate.alexgaoth.com/c/expedia/","generated":"2026-10-15","company":{"id":"expedia","name":"Expedia","aliases":["expedia.com","expedia inc"],"sector":"travel_agency","parent":"Expedia Group","website":"https://www.expedia.com","account_url":"https://www.expedia.com/lp/b/getintouch","regulators":["us-dot","ftc"],"notes":"Expedia Group also runs Hotels.com (operated by Hotels.com, LP), Orbitz, Travelocity and Vrbo. Those brands have their own sites, help centers and terms; this entry covers Expedia.com only. Expedia does not publish one general phone number: the contact page asks questions first and then shows the right number. Expedia warns that fake Expedia phone numbers circulate in search ads. Values come from expedia.com pages as shown in official-domain search results; expedia.com returned HTTP 429 to direct fetches.","channels":[{"id":"contact-page","type":"portal","label":"Expedia customer service (Virtual Agent chat, then phone number for your issue)","value":"https://www.expedia.com/lp/b/getintouch","hours":"24 hours, 365 days a year","purposes":["flight_cancellation","refund_request","reservation_problem","travel_credit"],"notes":"The Virtual Agent can hand over to a human agent. The phone number is shown after answering a few questions.","source":"https://www.expedia.com/lp/b/getintouch","last_verified":"2026-10-12"},{"id":"traveler-support-mail","type":"mail","label":"Expedia Traveler Support (written questions and complaints)","value":"Attn Traveler Support, Expedia, Inc., 1111 Expedia Group Way W., Seattle, WA 98119","purposes":["refund_request","reservation_problem","flight_cancellation","poor_service"],"source":"https://www.expedia.com/lp/b/terms-of-service","last_verified":"2026-10-12"},{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute (Legal Department; required before arbitration, by certified mail)","value":"Legal Department, Expedia, Inc., 1111 Expedia Group Way West, Seattle, WA 98119","purposes":["refund_request","flight_cancellation"],"notes":"Signed notice with your name, address, the email used for the reservation, the complaint and the resolution you want. Expedia has 60 days to resolve it before arbitration.","source":"https://www.expedia.com/lp/b/terms-of-service","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"contact-page"},{"rung":"written_complaint","channel":"traveler-support-mail"},{"rung":"regulator","regulator":"us-dot","note":"For air tickets bought through Expedia."},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"notice-of-dispute-mail","note":"Notice of Dispute, 60 days, then individual AAA arbitration; small claims court is allowed."}],"playbooks":[{"issue":"flight_cancellation","summary":"The airline's rules decide the refund; ask Expedia to process it, and the airline directly if Expedia cannot see the refund.","evidence":["Expedia itinerary number","airline record locator","ticket number","airline cancellation or schedule change notice"],"steps":[{"do":"If you booked in the last 24 hours, check whether the airline allows a full-refund cancellation within the first day."},{"do":"Start a contact request with the Virtual Agent and ask for a refund to the original payment method, not a credit.","channel":"contact-page"},{"do":"If the airline cancelled the flight, also ask the airline directly; Expedia says it has no visibility of a travel provider's refund process."},{"do":"If the refund is not paid, file a complaint with the U.S. DOT and dispute the charge with your card issuer.","regulator":"us-dot"}],"facts":[{"kind":"policy","claim":"Expedia says some airlines let you cancel a flight for a full refund within the first day after booking; Basic Economy and other restrictive fares may not allow changes.","issues":["flight_cancellation","refund_request"],"source":"https://www.expedia.com/helpcenter/?product=Flights&productId=flight&articleId=16506","last_verified":"2026-10-12"},{"kind":"process","claim":"For no-shows or cancellations you may be entitled to a refund of airport taxes and fees, which you can request through the Help Center; Expedia submits the request to the airline.","issues":["flight_cancellation","refund_request"],"source":"https://www.expedia.com/lp/b/terms-of-service","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Provider rules decide most refunds; Expedia's own fees are non-refundable unless the booking said otherwise.","evidence":["itinerary number","confirmation email with the cancellation policy","cancellation confirmation"],"steps":[{"do":"Check the cancellation rules in the itinerary or confirmation email."},{"do":"Cancel and track the refund with Expedia's self-service tools, or start a contact request.","channel":"contact-page"},{"do":"If unresolved, write to Traveler Support, then dispute the charge with your card issuer.","channel":"traveler-support-mail"}],"facts":[{"kind":"fee","claim":"Expedia's terms say its fees are not refundable unless stated otherwise during the booking process.","issues":["refund_request"],"source":"https://www.expedia.com/lp/b/terms-of-service","last_verified":"2026-10-12"}]},{"issue":"reservation_problem","summary":"Contact Expedia while the problem is happening; then put the refund request in writing.","evidence":["itinerary number","photos","receipts for replacement travel or lodging"],"steps":[{"do":"Ask the hotel or provider on the spot for an equal alternative."},{"do":"Contact Expedia through the contact page (24/7) for help with relocation or a refund.","channel":"contact-page"},{"do":"Afterwards send a written request for a refund and extra costs to Traveler Support.","channel":"traveler-support-mail"}]}],"facts":[{"kind":"policy","claim":"Expedia's Terms of Service require a signed Notice of Dispute by certified mail and a 60-day resolution period before individual AAA arbitration; either side may use small claims court, and proceedings must be individual, not class.","source":"https://www.expedia.com/lp/b/terms-of-service","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"Expedia warns that fake Expedia phone numbers appear in search ads; start from expedia.com or the app to get the real number, and never pay by gift card or wire transfer after an unsolicited call.","source":"https://www.expedia.com/magazine/tips-for-outsmarting-scammers-when-booking-travel","last_verified":"2026-10-12"}],"known_blockers":["No general phone number is published; the contact flow asks questions first, and agents may need the person to sign in.","expedia.com returns HTTP 429 to automated fetches."],"official_domains":["expedia.com"],"security":{"never_asks":[{"kind":"policy","claim":"Expedia says it will never ask for your password or one-time passcode, never ask for a wire transfer, and never ask you to buy a gift card to pay for your trip; it asks for credit card information only at check-out.","source":"https://www.expedia.com/lp/b/getintouch","last_verified":"2026-05-18"}],"known_scams":[{"kind":"policy","claim":"Expedia warns that fake Expedia phone numbers circulate online, often through misleading search engine ads and even whole pages; verify that you are on Expedia's official website or app before you enter sensitive information.","source":"https://www.expedia.com/lp/b/getintouch","last_verified":"2026-05-18"},{"kind":"policy","claim":"A BBB scam alert quotes a traveler who searched online for an Expedia phone number to cancel a flight, reached an impostor who demanded a $150 fee, and then learned from the real Expedia that it was probably a scam.","source":"https://www.bbb.org/article/scams/24106-bbb-warning-beware-of-twist-on-third-party-airline-ticket-booking-scam","last_verified":"2026-10-12"}]}},"playbooks":{"flight_cancellation":{"company":{"id":"expedia","name":"Expedia","sector":"travel_agency","website":"https://www.expedia.com","account_url":"https://www.expedia.com/lp/b/getintouch"},"issue":{"id":"flight_cancellation","name":"Flight cancelled or significantly changed"},"playbook_source":"company","summary":"The airline's rules decide the refund; ask Expedia to process it, and the airline directly if Expedia cannot see the refund.","evidence":["Expedia itinerary number","airline record locator","ticket number","airline cancellation or schedule change notice"],"steps":[{"do":"If you booked in the last 24 hours, check whether the airline allows a full-refund cancellation within the first day."},{"do":"Start a contact request with the Virtual Agent and ask for a refund to the original payment method, not a credit.","channel":{"id":"contact-page","type":"portal","label":"Expedia customer service (Virtual Agent chat, then phone number for your issue)","value":"https://www.expedia.com/lp/b/getintouch","hours":"24 hours, 365 days a year","purposes":["flight_cancellation","refund_request","reservation_problem","travel_credit"],"notes":"The Virtual Agent can hand over to a human agent. The phone number is shown after answering a few questions.","source":"https://www.expedia.com/lp/b/getintouch","last_verified":"2026-10-12"}},{"do":"If the airline cancelled the flight, also ask the airline directly; Expedia says it has no visibility of a travel provider's refund process."},{"do":"If the refund is not paid, file a complaint with the U.S. DOT and dispute the charge with your card issuer.","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}}],"channels":[{"id":"contact-page","type":"portal","label":"Expedia customer service (Virtual Agent chat, then phone number for your issue)","value":"https://www.expedia.com/lp/b/getintouch","hours":"24 hours, 365 days a year","purposes":["flight_cancellation","refund_request","reservation_problem","travel_credit"],"notes":"The Virtual Agent can hand over to a human agent. The phone number is shown after answering a few questions.","source":"https://www.expedia.com/lp/b/getintouch","last_verified":"2026-10-12"},{"id":"traveler-support-mail","type":"mail","label":"Expedia Traveler Support (written questions and complaints)","value":"Attn Traveler Support, Expedia, Inc., 1111 Expedia Group Way W., Seattle, WA 98119","purposes":["refund_request","reservation_problem","flight_cancellation","poor_service"],"source":"https://www.expedia.com/lp/b/terms-of-service","last_verified":"2026-10-12"},{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute (Legal Department; required before arbitration, by certified mail)","value":"Legal Department, Expedia, Inc., 1111 Expedia Group Way West, Seattle, WA 98119","purposes":["refund_request","flight_cancellation"],"notes":"Signed notice with your name, address, the email used for the reservation, the complaint and the resolution you want. Expedia has 60 days to resolve it before arbitration.","source":"https://www.expedia.com/lp/b/terms-of-service","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Expedia says some airlines let you cancel a flight for a full refund within the first day after booking; Basic Economy and other restrictive fares may not allow changes.","issues":["flight_cancellation","refund_request"],"source":"https://www.expedia.com/helpcenter/?product=Flights&productId=flight&articleId=16506","last_verified":"2026-10-12"},{"kind":"process","claim":"For no-shows or cancellations you may be entitled to a refund of airport taxes and fees, which you can request through the Help Center; Expedia submits the request to the airline.","issues":["flight_cancellation","refund_request"],"source":"https://www.expedia.com/lp/b/terms-of-service","last_verified":"2026-10-12"},{"kind":"policy","claim":"Expedia's Terms of Service require a signed Notice of Dispute by certified mail and a 60-day resolution period before individual AAA arbitration; either side may use small claims court, and proceedings must be individual, not class.","source":"https://www.expedia.com/lp/b/terms-of-service","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"A \"cancelled flight\" is a covered flight that was published in the carrier's Computer Reservation System at the time of the ticket sale but not operated by the carrier.","issues":["flight_cancellation"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"A \"significantly delayed or changed flight\" is one where, because of the carrier's change, the passenger departs 3 or more hours earlier or arrives 3 or more hours later (domestic itineraries), or 6 or more hours earlier or later (international itineraries); departs from or arrives at a different airport; has more connection points; or is downgraded to a lower class of service. For a passenger with a disability, a change of connecting airport or a substitute aircraft without a needed accessibility feature also counts.","issues":["flight_cancellation","flight_delay","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The merchant-of-record carrier must refund the airfare, including taxes and ancillary fees, to a passenger with a nonrefundable ticket whose flight is cancelled or significantly delayed or changed, if the passenger does not fly the changed flight or accept rebooking and does not accept a voucher or other compensation. The refund is automatic when the flight is cancelled and no alternative is offered, when the passenger rejects the alternative, or when the passenger does not respond to the offer before the flight departs.","issues":["flight_cancellation","flight_delay","refund_request"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A \"prompt refund\" is made within 7 business days after the earliest date the refund was requested for credit card purchases, and within 20 calendar days for cash, check, debit card or other purchases.","issues":["flight_cancellation","refund_request","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"A carrier may offer a voucher or credit instead of a refund only if the offer states the passenger's right to a full refund, and the voucher stays valid for at least five years from the date it is issued.","issues":["travel_credit","flight_cancellation"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"},{"kind":"policy","claim":"Until July 7, 2027, DOT will not enforce the cancellation refund and notice requirements when a flight is only given a different flight number, the passenger is rebooked on the renumbered flight, and that flight operates without a significant change or delay. If a renumbered flight is significantly changed or delayed, the refund requirements remain fully enforceable.","issues":["flight_cancellation"],"source":"https://www.federalregister.gov/documents/2026/07/07/2026-13675/airline-refunds-and-other-consumer-protections","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[{"kind":"official","text":"Expedia warns that fake Expedia phone numbers appear in search ads; start from expedia.com or the app to get the real number, and never pay by gift card or wire transfer after an unsolicited call.","source":"https://www.expedia.com/magazine/tips-for-outsmarting-scammers-when-booking-travel","last_verified":"2026-10-12"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"contact-page","type":"portal","label":"Expedia customer service (Virtual Agent chat, then phone number for your issue)","value":"https://www.expedia.com/lp/b/getintouch","hours":"24 hours, 365 days a year","purposes":["flight_cancellation","refund_request","reservation_problem","travel_credit"],"notes":"The Virtual Agent can hand over to a human agent. The phone number is shown after answering a few questions.","source":"https://www.expedia.com/lp/b/getintouch","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"traveler-support-mail","type":"mail","label":"Expedia Traveler Support (written questions and complaints)","value":"Attn Traveler Support, Expedia, Inc., 1111 Expedia Group Way W., Seattle, WA 98119","purposes":["refund_request","reservation_problem","flight_cancellation","poor_service"],"source":"https://www.expedia.com/lp/b/terms-of-service","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","note":"For air tickets bought through Expedia.","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"Notice of Dispute, 60 days, then individual AAA arbitration; small claims court is allowed.","channel":{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute (Legal Department; required before arbitration, by certified mail)","value":"Legal Department, Expedia, Inc., 1111 Expedia Group Way West, Seattle, WA 98119","purposes":["refund_request","flight_cancellation"],"notes":"Signed notice with your name, address, the email used for the reservation, the complaint and the resolution you want. Expedia has 60 days to resolve it before arbitration.","source":"https://www.expedia.com/lp/b/terms-of-service","last_verified":"2026-10-12"}}],"known_blockers":["No general phone number is published; the contact flow asks questions first, and agents may need the person to sign in.","expedia.com returns HTTP 429 to automated fetches."],"security":{"official_domains":["expedia.com"],"never_asks":[{"kind":"policy","claim":"Expedia says it will never ask for your password or one-time passcode, never ask for a wire transfer, and never ask you to buy a gift card to pay for your trip; it asks for credit card information only at check-out.","source":"https://www.expedia.com/lp/b/getintouch","last_verified":"2026-05-18"}],"known_scams":[{"kind":"policy","claim":"Expedia warns that fake Expedia phone numbers circulate online, often through misleading search engine ads and even whole pages; verify that you are on Expedia's official website or app before you enter sensitive information.","source":"https://www.expedia.com/lp/b/getintouch","last_verified":"2026-05-18"},{"kind":"policy","claim":"A BBB scam alert quotes a traveler who searched online for an Expedia phone number to cancel a flight, reached an impostor who demanded a $150 fee, and then learned from the real Expedia that it was probably a scam.","source":"https://www.bbb.org/article/scams/24106-bbb-warning-beware-of-twist-on-third-party-airline-ticket-booking-scam","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"B","primary_share":0.889,"sources":{"primary":24,"reference":2,"other":1},"verified_from":{"page":11},"last_verified":"2026-10-12","oldest_verified":"2026-05-18","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 89% of 27 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Expedia Group also runs Hotels.com (operated by Hotels.com, LP), Orbitz, Travelocity and Vrbo. Those brands have their own sites, help centers and terms; this entry covers Expedia.com only. Expedia does not publish one general phone number: the contact page asks questions first and then shows the right number. Expedia warns that fake Expedia phone numbers circulate in search ads. Values come from expedia.com pages as shown in official-domain search results; expedia.com returned HTTP 429 to direct fetches.","warnings":[]},"refund_request":{"company":{"id":"expedia","name":"Expedia","sector":"travel_agency","website":"https://www.expedia.com","account_url":"https://www.expedia.com/lp/b/getintouch"},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"Provider rules decide most refunds; Expedia's own fees are non-refundable unless the booking said otherwise.","evidence":["itinerary number","confirmation email with the cancellation policy","cancellation confirmation"],"steps":[{"do":"Check the cancellation rules in the itinerary or confirmation email."},{"do":"Cancel and track the refund with Expedia's self-service tools, or start a contact request.","channel":{"id":"contact-page","type":"portal","label":"Expedia customer service (Virtual Agent chat, then phone number for your issue)","value":"https://www.expedia.com/lp/b/getintouch","hours":"24 hours, 365 days a year","purposes":["flight_cancellation","refund_request","reservation_problem","travel_credit"],"notes":"The Virtual Agent can hand over to a human agent. The phone number is shown after answering a few questions.","source":"https://www.expedia.com/lp/b/getintouch","last_verified":"2026-10-12"}},{"do":"If unresolved, write to Traveler Support, then dispute the charge with your card issuer.","channel":{"id":"traveler-support-mail","type":"mail","label":"Expedia Traveler Support (written questions and complaints)","value":"Attn Traveler Support, Expedia, Inc., 1111 Expedia Group Way W., Seattle, WA 98119","purposes":["refund_request","reservation_problem","flight_cancellation","poor_service"],"source":"https://www.expedia.com/lp/b/terms-of-service","last_verified":"2026-10-12"}}],"channels":[{"id":"contact-page","type":"portal","label":"Expedia customer service (Virtual Agent chat, then phone number for your issue)","value":"https://www.expedia.com/lp/b/getintouch","hours":"24 hours, 365 days a year","purposes":["flight_cancellation","refund_request","reservation_problem","travel_credit"],"notes":"The Virtual Agent can hand over to a human agent. The phone number is shown after answering a few questions.","source":"https://www.expedia.com/lp/b/getintouch","last_verified":"2026-10-12"},{"id":"traveler-support-mail","type":"mail","label":"Expedia Traveler Support (written questions and complaints)","value":"Attn Traveler Support, Expedia, Inc., 1111 Expedia Group Way W., Seattle, WA 98119","purposes":["refund_request","reservation_problem","flight_cancellation","poor_service"],"source":"https://www.expedia.com/lp/b/terms-of-service","last_verified":"2026-10-12"},{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute (Legal Department; required before arbitration, by certified mail)","value":"Legal Department, Expedia, Inc., 1111 Expedia Group Way West, Seattle, WA 98119","purposes":["refund_request","flight_cancellation"],"notes":"Signed notice with your name, address, the email used for the reservation, the complaint and the resolution you want. Expedia has 60 days to resolve it before arbitration.","source":"https://www.expedia.com/lp/b/terms-of-service","last_verified":"2026-10-12"}],"facts":[{"kind":"fee","claim":"Expedia's terms say its fees are not refundable unless stated otherwise during the booking process.","issues":["refund_request"],"source":"https://www.expedia.com/lp/b/terms-of-service","last_verified":"2026-10-12"},{"kind":"policy","claim":"Expedia's Terms of Service require a signed Notice of Dispute by certified mail and a 60-day resolution period before individual AAA arbitration; either side may use small claims court, and proceedings must be individual, not class.","source":"https://www.expedia.com/lp/b/terms-of-service","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":8,"points":[{"kind":"policy","claim":"The merchant-of-record carrier must refund the airfare, including taxes and ancillary fees, to a passenger with a nonrefundable ticket whose flight is cancelled or significantly delayed or changed, if the passenger does not fly the changed flight or accept rebooking and does not accept a voucher or other compensation. The refund is automatic when the flight is cancelled and no alternative is offered, when the passenger rejects the alternative, or when the passenger does not respond to the offer before the flight departs.","issues":["flight_cancellation","flight_delay","refund_request"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A \"prompt refund\" is made within 7 business days after the earliest date the refund was requested for credit card purchases, and within 20 calendar days for cash, check, debit card or other purchases.","issues":["flight_cancellation","refund_request","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"Refunds must be issued promptly in the original form of payment unless the consumer agrees to a cash equivalent, and the carrier may not keep a processing fee for a refund that is due.","issues":["refund_request"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.10","last_verified":"2026-10-12"}]},{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. Misrepresenting any fee is prohibited.","source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"A business may not misrepresent the nature, purpose, amount or refundability of any fee, or the identity of the good or service the fee is charged for.","issues":["billing_error","refund_request"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.3","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[{"kind":"official","text":"Expedia warns that fake Expedia phone numbers appear in search ads; start from expedia.com or the app to get the real number, and never pay by gift card or wire transfer after an unsolicited call.","source":"https://www.expedia.com/magazine/tips-for-outsmarting-scammers-when-booking-travel","last_verified":"2026-10-12"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"contact-page","type":"portal","label":"Expedia customer service (Virtual Agent chat, then phone number for your issue)","value":"https://www.expedia.com/lp/b/getintouch","hours":"24 hours, 365 days a year","purposes":["flight_cancellation","refund_request","reservation_problem","travel_credit"],"notes":"The Virtual Agent can hand over to a human agent. The phone number is shown after answering a few questions.","source":"https://www.expedia.com/lp/b/getintouch","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"traveler-support-mail","type":"mail","label":"Expedia Traveler Support (written questions and complaints)","value":"Attn Traveler Support, Expedia, Inc., 1111 Expedia Group Way W., Seattle, WA 98119","purposes":["refund_request","reservation_problem","flight_cancellation","poor_service"],"source":"https://www.expedia.com/lp/b/terms-of-service","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","note":"For air tickets bought through Expedia.","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"Notice of Dispute, 60 days, then individual AAA arbitration; small claims court is allowed.","channel":{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute (Legal Department; required before arbitration, by certified mail)","value":"Legal Department, Expedia, Inc., 1111 Expedia Group Way West, Seattle, WA 98119","purposes":["refund_request","flight_cancellation"],"notes":"Signed notice with your name, address, the email used for the reservation, the complaint and the resolution you want. Expedia has 60 days to resolve it before arbitration.","source":"https://www.expedia.com/lp/b/terms-of-service","last_verified":"2026-10-12"}}],"known_blockers":["No general phone number is published; the contact flow asks questions first, and agents may need the person to sign in.","expedia.com returns HTTP 429 to automated fetches."],"security":{"official_domains":["expedia.com"],"never_asks":[{"kind":"policy","claim":"Expedia says it will never ask for your password or one-time passcode, never ask for a wire transfer, and never ask you to buy a gift card to pay for your trip; it asks for credit card information only at check-out.","source":"https://www.expedia.com/lp/b/getintouch","last_verified":"2026-05-18"}],"known_scams":[{"kind":"policy","claim":"Expedia warns that fake Expedia phone numbers circulate online, often through misleading search engine ads and even whole pages; verify that you are on Expedia's official website or app before you enter sensitive information.","source":"https://www.expedia.com/lp/b/getintouch","last_verified":"2026-05-18"},{"kind":"policy","claim":"A BBB scam alert quotes a traveler who searched online for an Expedia phone number to cancel a flight, reached an impostor who demanded a $150 fee, and then learned from the real Expedia that it was probably a scam.","source":"https://www.bbb.org/article/scams/24106-bbb-warning-beware-of-twist-on-third-party-airline-ticket-booking-scam","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"B","primary_share":0.889,"sources":{"primary":24,"reference":2,"other":1},"verified_from":{"page":11},"last_verified":"2026-10-12","oldest_verified":"2026-05-18","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 89% of 27 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Expedia Group also runs Hotels.com (operated by Hotels.com, LP), Orbitz, Travelocity and Vrbo. Those brands have their own sites, help centers and terms; this entry covers Expedia.com only. Expedia does not publish one general phone number: the contact page asks questions first and then shows the right number. Expedia warns that fake Expedia phone numbers circulate in search ads. Values come from expedia.com pages as shown in official-domain search results; expedia.com returned HTTP 429 to direct fetches.","warnings":[]},"reservation_problem":{"company":{"id":"expedia","name":"Expedia","sector":"travel_agency","website":"https://www.expedia.com","account_url":"https://www.expedia.com/lp/b/getintouch"},"issue":{"id":"reservation_problem","name":"Reservation not honored"},"playbook_source":"company","summary":"Contact Expedia while the problem is happening; then put the refund request in writing.","evidence":["itinerary number","photos","receipts for replacement travel or lodging"],"steps":[{"do":"Ask the hotel or provider on the spot for an equal alternative."},{"do":"Contact Expedia through the contact page (24/7) for help with relocation or a refund.","channel":{"id":"contact-page","type":"portal","label":"Expedia customer service (Virtual Agent chat, then phone number for your issue)","value":"https://www.expedia.com/lp/b/getintouch","hours":"24 hours, 365 days a year","purposes":["flight_cancellation","refund_request","reservation_problem","travel_credit"],"notes":"The Virtual Agent can hand over to a human agent. The phone number is shown after answering a few questions.","source":"https://www.expedia.com/lp/b/getintouch","last_verified":"2026-10-12"}},{"do":"Afterwards send a written request for a refund and extra costs to Traveler Support.","channel":{"id":"traveler-support-mail","type":"mail","label":"Expedia Traveler Support (written questions and complaints)","value":"Attn Traveler Support, Expedia, Inc., 1111 Expedia Group Way W., Seattle, WA 98119","purposes":["refund_request","reservation_problem","flight_cancellation","poor_service"],"source":"https://www.expedia.com/lp/b/terms-of-service","last_verified":"2026-10-12"}}],"channels":[{"id":"contact-page","type":"portal","label":"Expedia customer service (Virtual Agent chat, then phone number for your issue)","value":"https://www.expedia.com/lp/b/getintouch","hours":"24 hours, 365 days a year","purposes":["flight_cancellation","refund_request","reservation_problem","travel_credit"],"notes":"The Virtual Agent can hand over to a human agent. The phone number is shown after answering a few questions.","source":"https://www.expedia.com/lp/b/getintouch","last_verified":"2026-10-12"},{"id":"traveler-support-mail","type":"mail","label":"Expedia Traveler Support (written questions and complaints)","value":"Attn Traveler Support, Expedia, Inc., 1111 Expedia Group Way W., Seattle, WA 98119","purposes":["refund_request","reservation_problem","flight_cancellation","poor_service"],"source":"https://www.expedia.com/lp/b/terms-of-service","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Expedia's Terms of Service require a signed Notice of Dispute by certified mail and a 60-day resolution period before individual AAA arbitration; either side may use small claims court, and proceedings must be individual, not class.","source":"https://www.expedia.com/lp/b/terms-of-service","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. Misrepresenting any fee is prohibited.","source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12","points_omitted":3,"points":[{"kind":"policy","claim":"The rule covers live-event tickets and short-term lodging, including temporary sleeping accommodations at a hotel, motel or inn.","issues":["billing_error","reservation_problem"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"A business that offers, displays or advertises a price for a covered good or service must disclose the total price more prominently than any other pricing information.","issues":["billing_error","reservation_problem"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FTC's compliance guide says the rule applies to any business that offers, displays or advertises live-event tickets or short-term lodging, including third-party platforms, resellers and travel agents.","issues":["billing_error","reservation_problem"],"source":"https://www.ftc.gov/business-guidance/resources/rule-unfair-or-deceptive-fees-frequently-asked-questions","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[{"kind":"official","text":"Expedia warns that fake Expedia phone numbers appear in search ads; start from expedia.com or the app to get the real number, and never pay by gift card or wire transfer after an unsolicited call.","source":"https://www.expedia.com/magazine/tips-for-outsmarting-scammers-when-booking-travel","last_verified":"2026-10-12"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"contact-page","type":"portal","label":"Expedia customer service (Virtual Agent chat, then phone number for your issue)","value":"https://www.expedia.com/lp/b/getintouch","hours":"24 hours, 365 days a year","purposes":["flight_cancellation","refund_request","reservation_problem","travel_credit"],"notes":"The Virtual Agent can hand over to a human agent. The phone number is shown after answering a few questions.","source":"https://www.expedia.com/lp/b/getintouch","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"traveler-support-mail","type":"mail","label":"Expedia Traveler Support (written questions and complaints)","value":"Attn Traveler Support, Expedia, Inc., 1111 Expedia Group Way W., Seattle, WA 98119","purposes":["refund_request","reservation_problem","flight_cancellation","poor_service"],"source":"https://www.expedia.com/lp/b/terms-of-service","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","note":"For air tickets bought through Expedia.","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"Notice of Dispute, 60 days, then individual AAA arbitration; small claims court is allowed.","channel":{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute (Legal Department; required before arbitration, by certified mail)","value":"Legal Department, Expedia, Inc., 1111 Expedia Group Way West, Seattle, WA 98119","purposes":["refund_request","flight_cancellation"],"notes":"Signed notice with your name, address, the email used for the reservation, the complaint and the resolution you want. Expedia has 60 days to resolve it before arbitration.","source":"https://www.expedia.com/lp/b/terms-of-service","last_verified":"2026-10-12"}}],"known_blockers":["No general phone number is published; the contact flow asks questions first, and agents may need the person to sign in.","expedia.com returns HTTP 429 to automated fetches."],"security":{"official_domains":["expedia.com"],"never_asks":[{"kind":"policy","claim":"Expedia says it will never ask for your password or one-time passcode, never ask for a wire transfer, and never ask you to buy a gift card to pay for your trip; it asks for credit card information only at check-out.","source":"https://www.expedia.com/lp/b/getintouch","last_verified":"2026-05-18"}],"known_scams":[{"kind":"policy","claim":"Expedia warns that fake Expedia phone numbers circulate online, often through misleading search engine ads and even whole pages; verify that you are on Expedia's official website or app before you enter sensitive information.","source":"https://www.expedia.com/lp/b/getintouch","last_verified":"2026-05-18"},{"kind":"policy","claim":"A BBB scam alert quotes a traveler who searched online for an Expedia phone number to cancel a flight, reached an impostor who demanded a $150 fee, and then learned from the real Expedia that it was probably a scam.","source":"https://www.bbb.org/article/scams/24106-bbb-warning-beware-of-twist-on-third-party-airline-ticket-booking-scam","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"B","primary_share":0.889,"sources":{"primary":24,"reference":2,"other":1},"verified_from":{"page":11},"last_verified":"2026-10-12","oldest_verified":"2026-05-18","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 89% of 27 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Expedia Group also runs Hotels.com (operated by Hotels.com, LP), Orbitz, Travelocity and Vrbo. Those brands have their own sites, help centers and terms; this entry covers Expedia.com only. Expedia does not publish one general phone number: the contact page asks questions first and then shows the right number. Expedia warns that fake Expedia phone numbers circulate in search ads. Values come from expedia.com pages as shown in official-domain search results; expedia.com returned HTTP 429 to direct fetches.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"contact-page","type":"portal","label":"Expedia customer service (Virtual Agent chat, then phone number for your issue)","value":"https://www.expedia.com/lp/b/getintouch","hours":"24 hours, 365 days a year","purposes":["flight_cancellation","refund_request","reservation_problem","travel_credit"],"notes":"The Virtual Agent can hand over to a human agent. The phone number is shown after answering a few questions.","source":"https://www.expedia.com/lp/b/getintouch","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"traveler-support-mail","type":"mail","label":"Expedia Traveler Support (written questions and complaints)","value":"Attn Traveler Support, Expedia, Inc., 1111 Expedia Group Way W., Seattle, WA 98119","purposes":["refund_request","reservation_problem","flight_cancellation","poor_service"],"source":"https://www.expedia.com/lp/b/terms-of-service","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","note":"For air tickets bought through Expedia.","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"Notice of Dispute, 60 days, then individual AAA arbitration; small claims court is allowed.","channel":{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute (Legal Department; required before arbitration, by certified mail)","value":"Legal Department, Expedia, Inc., 1111 Expedia Group Way West, Seattle, WA 98119","purposes":["refund_request","flight_cancellation"],"notes":"Signed notice with your name, address, the email used for the reservation, the complaint and the resolution you want. Expedia has 60 days to resolve it before arbitration.","source":"https://www.expedia.com/lp/b/terms-of-service","last_verified":"2026-10-12"}}],"security":{"official_domains":["expedia.com"],"never_asks":[{"kind":"policy","claim":"Expedia says it will never ask for your password or one-time passcode, never ask for a wire transfer, and never ask you to buy a gift card to pay for your trip; it asks for credit card information only at check-out.","source":"https://www.expedia.com/lp/b/getintouch","last_verified":"2026-05-18"}],"known_scams":[{"kind":"policy","claim":"Expedia warns that fake Expedia phone numbers circulate online, often through misleading search engine ads and even whole pages; verify that you are on Expedia's official website or app before you enter sensitive information.","source":"https://www.expedia.com/lp/b/getintouch","last_verified":"2026-05-18"},{"kind":"policy","claim":"A BBB scam alert quotes a traveler who searched online for an Expedia phone number to cancel a flight, reached an impostor who demanded a $150 fee, and then learned from the real Expedia that it was probably a scam.","source":"https://www.bbb.org/article/scams/24106-bbb-warning-beware-of-twist-on-third-party-airline-ticket-booking-scam","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"B","primary_share":0.889,"sources":{"primary":24,"reference":2,"other":1},"verified_from":{"page":11},"last_verified":"2026-10-12","oldest_verified":"2026-05-18","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 89% of 27 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"Expedia — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/expedia.md","markdown":"## In short\n\nExpedia does not publish one general phone number. Start from the contact page on expedia.com or the app, which asks a few questions and then offers a virtual agent, a human agent or the right number. Fake Expedia numbers are common in search ads. When an airline cancels a flight you bought on Expedia and Expedia charged your card, Expedia is the one that owes you the refund. Expedia's own fees are not refundable unless the booking said otherwise, and disputes go to arbitration after a written notice by certified mail.\n\n## How complaints actually go\n\n- Expedia's contact page asks questions first and then shows the right phone number; its virtual agent can hand over to a human agent. [Expedia: get in touch](https://www.expedia.com/lp/b/getintouch)\n- DOT says ticket agents that are the merchant of record must refund airfare when an airline cancels or significantly changes a flight, and that you should contact the agent before the airline. [DOT: Refunds](https://www.transportation.gov/individuals/aviation-consumer-protection/refunds)\n- DOT also says ticket agents do not refund fees for paid extras or bag fees for delayed bags; ask the airline for those, even if Expedia charged you. [DOT: Refunds](https://www.transportation.gov/individuals/aviation-consumer-protection/refunds)\n- Expedia's terms require a signed Notice of Dispute sent by certified mail and a 60-day period to resolve it before individual AAA arbitration; either side may use small claims court. [Expedia terms of service](https://www.expedia.com/lp/b/terms-of-service)\n\n## What tends to work\n\n- A DOT complaint against a ticket agent goes to the agent, which DOT directs to respond to you and copy DOT. [DOT: File a consumer complaint](https://www.transportation.gov/airconsumer/file-consumer-complaint)\n- For a flight no-show or cancellation, Expedia says you may be entitled to a refund of airport taxes and fees, which you can request through its Help Center; Expedia submits the request to the airline. [Expedia terms of service](https://www.expedia.com/lp/b/terms-of-service)\n- If a card charge for a trip that was not provided is not refunded, dispute it as a billing error within 60 days after the first statement that shows it (rule `fcba-billing-error`). [12 CFR 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n\n## Traps and fine print\n\n- Expedia's terms say its fees are not refundable unless the booking process says otherwise. [Expedia terms of service](https://www.expedia.com/lp/b/terms-of-service)\n- The airline 24-hour free cancellation rule does not apply to tickets booked through online travel agencies. [DOT: Refunds](https://www.transportation.gov/individuals/aviation-consumer-protection/refunds) Expedia says some airlines let you cancel for a full refund within the first day, but Basic Economy and other restrictive fares may not allow changes. [Expedia help: flight cancellations](https://www.expedia.com/helpcenter/?product=Flights&productId=flight&articleId=16506)\n- Disputes are individual only, not class actions, and must start with the certified-mail Notice of Dispute. [Expedia terms of service](https://www.expedia.com/lp/b/terms-of-service)\n\n## By the numbers\n\n- July 2026: DOT received 80 complaint cases about Expedia, the most of any travel agent; 41 were about refunds and 18 about reservations, ticketing or boarding. [DOT Air Travel Consumer Report, September 2026 (July 2026 data)](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- ACSI 2026: Expedia scored 75 out of 100, down from 77 in 2025; the online travel agency industry scored 76. [ACSI: Online travel agencies](https://theacsi.com/industries/travel/online-travel-agencies/)\n\n## Scams that target customers\n\n- Expedia warns that fake Expedia phone numbers circulate through misleading search ads and whole fake pages, and says it never asks for your password or one-time passcode, never asks for a wire transfer and never asks you to buy a gift card to pay for a trip. [Expedia: get in touch (archived copy of May 18, 2026)](https://www.expedia.com/lp/b/getintouch)\n- Expedia says to start from expedia.com or the app to get the real number and never to pay by gift card or wire transfer after an unsolicited call. [Expedia: tips for outsmarting scammers](https://www.expedia.com/magazine/tips-for-outsmarting-scammers-when-booking-travel)\n- The BBB quotes an Expedia customer who searched online for Expedia's number, reached an impostor and was asked for $150 to cancel a booking that the itinerary said could be cancelled free within 24 hours. [BBB scam alert, updated September 9, 2025](https://www.bbb.org/article/scams/24106-bbb-warning-beware-of-twist-on-third-party-airline-ticket-booking-scam)\n"},"guide":{"key":"travel_agency","title":"Online travel agencies — how complaints work","last_verified":"2026-10-12","file":"guides/travel_agency.md","page":"https://escalate.alexgaoth.com/#/guides/travel_agency"}}