Cheapoair – Flights, Hotels & Cars

User Experience Report

Week of February 21st, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

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All Insights

TOP INSIGHTS

A weekly roundup of Cheapoair – Flights, Hotels & Cars's key feedback

Complex Upsells

Users find the app's upselling tactics intrusive and complex, which detracts from the user experience. Simplifying the interface and reducing upsell prompts could improve user satisfaction and retention.

Customer Support Issues

Hidden Fees

Users have reported unexpected hidden fees, particularly with car rentals and insurance. Transparency in pricing could enhance trust and reduce negative feedback.

Technical Difficulties

The refund process is cumbersome and frustrating for users, especially when dealing with third-party suppliers. Streamlining this process could improve user trust and loyalty.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Hopper

Hopper receives a mix of positive and negative feedback. Users appreciate its user-friendly interface and ability to find great deals, with 80% of reviews highlighting its effective price alerts and deal notifications. However, 20% of users report dissatisfaction with customer service and technical issues, leading to frustration and financial losses.

#2 RUNNER UP

Skyscanner

Skyscanner is praised for its ease of use and ability to find competitive prices, with 70% of users expressing satisfaction. However, recent updates have led to a decline in user experience, with 30% of users reporting difficulties in navigation and dissatisfaction with customer support.

#3 Straggler

Kayak

Kayak is well-regarded for its comprehensive travel planning features, with 60% of users appreciating its itinerary management and price comparison tools. However, 40% of users express concerns over misleading pricing and poor customer service, particularly when dealing with third-party partners.

Nuggets

Major Highlights of the Week

Complex Interface

Simplify the user interface by reducing upsell prompts and streamlining the booking process to enhance user experience and differentiate from competitors. Conduct user testing to identify pain points and prioritize a more intuitive design.

Customer Support Issues

Revamp customer support by implementing a more efficient ticketing system and training agents to handle flight changes and refunds effectively. Ensure clear communication channels between departments to prevent customer frustration and improve service reliability.

Hidden Fees

Increase transparency in pricing by clearly displaying all potential fees, especially for car rentals and insurance. Develop a comprehensive pricing breakdown feature to build trust and prevent negative surprises for users.

Technical Difficulties

Address technical issues causing transaction errors and delays in email confirmations. Enhance backend systems to ensure seamless transactions and improve the reliability of customer support responses.

Refund Process

Streamline the refund process by establishing clear protocols and direct communication with airlines and insurance providers. Implement a centralized refund tracking system to ensure timely and accurate processing of customer requests.

Unique Selling Proposition

Differentiate the app by enhancing unique features such as price alerts and exclusive deals. Conduct market research to identify additional value propositions that can set the app apart from competitors and retain users.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Complex Interface

Customer Support Issues

Hidden Fees

Technical Difficulties

Refund Process

Unique Selling Proposition

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is user-friendly and offers great deals, but the upsells and lack of unique features make it hard to stick with when there are so many other options available.

App Store

While the app provides excellent deals and a user-friendly interface, the customer service is lacking, especially when it comes to handling flight changes and refunds.

Google Play

The app is great for finding deals and booking travel, but hidden fees, especially with third-party insurance, can be a significant issue.

Google Play

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The quotes of the week

Hear from some of the most impactful users to drive changes

The app is user-friendly and offers great deals, but the upsells and lack of unique features make it hard to stick with when there are so many other options available.

Candice Wu

App Store

While the app provides excellent deals and a user-friendly interface, the customer service is lacking, especially when it comes to handling flight changes and refunds.

Kelly Williams

Google Play

The app is great for finding deals and booking travel, but hidden fees, especially with third-party insurance, can be a significant issue.

Koray Okumus

Google Play

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User Experience Report

Cheapoair – Flights, Hotels & Cars

Top Insights This Week

Complex Upsells

Customer Support Issues

Hidden Fees

Technical Difficulties

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts