Verified: 12 March 2026 06:37 am UK Time
Industry: Online Travel Agency (OTA)
Jurisdiction: United Kingdom
Primary Regulators: Competition and Markets Authority (CMA) & ABTA
Important Safety Warning: Beware of fake customer service numbers on search engines. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. Expedia staff will never ask for your account PIN, your online portal password, or ask you to move money to a “safe account” over the phone to process a refund.
Level 1: Customer Support (Initial Complaint)
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How to complain: Raise your initial complaint directly through the “Manage My Booking” portal on the Expedia app/website, via their Virtual Agent chat, or by calling their UK customer service routing number.
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General Enquiries & Support: 020 3024 8211 (Standard UK rates apply).
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Source Verification Note: Expedia UK Help Portal
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Availability: The Virtual Agent and secure online messaging system are available 24/7. Telephone support agents operate daily from 8:00 AM to 10:00 PM (UK Time).
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Timeline: Expedia aims to respond to general complaints within 72 hours.
Level 2: Formal Corporate Escalation (Notice of Dispute)
- Who to contact: If standard customer service cannot resolve the issue, you must formally escalate it. Reply to your existing support ticket, detail a timeline of the issue, and state your desired resolution. You must explicitly request a “Deadlock Letter” if they refuse your proposed resolution.
- Timeline: Under UK consumer law guidelines, Expedia has a maximum of 8 weeks to issue a final resolution or a Deadlock Letter.
Level 3: Regulatory Authority (Ombudsman / ADR)
- Authority: ABTA OR Your Bank (Note: Do NOT use AviationADR to complain about Expedia).
- The Reality: Your legal escalation path depends entirely on what you booked:
- Scenario A: Package Holidays (e.g., Flight + Hotel booked together). Expedia acts as the package organizer. They are members of ABTA. If you are denied a refund or compensation, you can escalate the dispute to ABTA’s Alternative Dispute Resolution (ADR) scheme within 18 months of your travel date. abta.com/help-and-complaints
- Scenario B: Standalone Flights. Expedia acts solely as a booking agent. If the airline cancelled or delayed the flight, you must complain directly to the operating airline, not Expedia. If the airline ignores you, you escalate to the airline’s specific ADR scheme (e.g., AviationADR or CEDR).
- Scenario C: Standalone Hotels & Car Hire. There is no statutory ombudsman for standalone accommodation or car hire disputes. If Expedia refuses to refund you for a clear breach of contract (e.g., the hotel was closed or misrepresented), you should immediately contact your bank and claim a breach of contract under Section 75 of the Consumer Credit Act (for credit cards) or request a Chargeback (for debit cards).
Level 4: Legal Action (Final Step)
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Pre-Litigation: Before commencing legal proceedings, UK legal protocols require you to send a formal “Letter Before Action” (LBA) to Expedia’s corporate legal headquarters. This letter must outline your claim, the exact legal or contractual breach, the evidence, and the financial remedy you seek, giving them a final 14 to 30 days to settle.
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Legal Address: Expedia.com Limited, Angel Building, 407 St John Street, London, EC1V 4EX
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Court: If the LBA fails and ABTA/your bank cannot resolve it, you can file a lawsuit. For financial claims up to £10,000 in England and Wales, you can use the Money Claim Online (MCOL) portal to enter the Small Claims Track.
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Source Verification: Make a court claim for money (GOV.UK)
Community Action: Is Expedia UK still ignoring your package holiday cancellation or refusing a hotel refund? Reply below (do not share your passwords, full booking references, or PINs), and our community will point you to the right ABTA or Section 75 complaint templates!