Expedia and VRBO refused to refund our money after flights were canceled due to a massive winter storm that swept across the Southeast. Despite thousands of documented flight cancellations, their representatives repeatedly lied, claiming that no flights were canceled and that the storm âwasnât that bad.â
This is blatantly false. Airports were shut down, airlines canceled routes en masse, and the disruption was widely reported nationwide. Yet Expedia and VRBO chose to gaslight customers instead of taking responsibility. They hid behind scripted responses, ignored verifiable facts, and showed zero empathy for travelers stranded by severe weather.
When a companyâs response to a major, well-documented natural event is to deny reality and keep customersâ money, that says everything about its integrity. Expedia and VRBO demonstrated that once they have your payment, customer care is optionalâeven when circumstances are clearly outside the travelerâs control.
If you value honesty, accountability, or fair treatment, do not book through Expedia or VRBO. When things go wrongâand they inevitably doâyou will be on your own while they keep your money.