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13 Dec 2023

Expedia

See how Expedia fares for beach/resort holidays, all-inclusive breaks, solo holidays, city breaks and family holidays in our survey of more than 8,000 holidaymakers

Which? Team

In this article

Who is Expedia?
Which? verdict
Expedia customer ratings
What’s Expedia like?
Should I book with Expedia?

Who is Expedia?

Expedia is a well-known online booking site that allows you to take a self-assembly approach to planning your holiday. From UK staycations to European city and beach breaks, as well as escapes to exotic shores, its website offers thousands of properties in destinations worldwide.

Find out more: What is a package holiday and why should you book one?

Which? verdict

Expedia doesn’t rise above the competition. We found cheaper providers, with better customer scores and star ratings in all of the holiday categories Expedia received a rating for. And we found its all-inclusive holidays to be below par.

Expedia customer ratings

Holiday	Which? Recommended Provider?	Customer score
Beach/resort holiday	No	74%
All-inclusive holiday	No	67%
City break	No	77%
Solo holiday	No	79%
Family holiday	No	75%

Using the table: Customer score: Based on a combination of overall satisfaction and how likely people are to recommend the company. In August 2022, we asked 8,361 Which? Connect panel members and the public to complete an online survey about their experiences of booking and going on holiday in the past two years. In September 2023 we asked 1,918 Which? Connect panel members about their experiences of an all-inclusive holiday.

What’s Expedia like?

Online travel agent Expedia allows you to mix and match, so you can choose hotels, self-catered accommodation, flights and car hire to get the combination you want. And because there’s no set airline or hotel brand to pick from, you’ll find there’s lots of choice. It’s certainly a popular model for customers. One told us: the ‘website has such a good layout it’s easy to book everything you need’. Other customers added it was ‘easy’ to book holidays on Expedia and view reviews on their site.

Expedia achieved two five-star ratings in the family holiday survey for customer service and accommodation. This was supported by a holidaymaker who complimented Expedia’s ‘seamless customer service’ and another who told us the accommodation was ‘perfect’ for their family. Expedia also received a five-star rating in the beach/resort survey for its holiday reps.

Expedia was consistent in its scores with the remaining ratings receiving four stars. This was echoed in the customer responses with plenty of praise for the ‘very good service’ and getting the ‘basics right’.

Holidaymakers also highlighted Expedia’s room for improvement . One was left disappointed with the cleanliness of the accommodation, which differed from photos online, while several other commented that ‘there were no problems with the booking but there was nothing extraordinary either’.

Particularly problematic were Expedia's all-inclusive holidays. The included benefits received a poor two-star rating, and holidaymakers told us they faced limited food and drink options, and restrictions on when they could have them. Expedia's all-inclusive customers spent the most on extras (inside and outside the resort) of any brand - totalling a whopping £393 per group per week.

Should I book with Expedia?

Expedia’s website is very easy to use, but other providers received better scores in our survey and its all-inclusive holidays were anything but 'all-inclusive' with holidaymakers having to fork out hundreds of pounds on extras. Jet2Holidays got a considerably better customer score for beach/resort holidays, all inclusives, city breaks and family holidays.