Expedia: Hotels, Flights, Cars

User Experience Report

Week of April 3rd, 2025

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

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All Insights

TOP INSIGHTS

A weekly roundup of Expedia: Hotels, Flights, Cars's key feedback

Technical Glitches

A significant number of users, approximately 15%, report persistent technical issues such as app crashes, blocked fields, and login problems, which hinder their ability to use the app effectively. These issues lead to frustration and a perception of incompetence from a large company like Expedia.

The app is essentially useless due to basic technical errors like blocked fields and login issues.

Customer Service Frustrations

Around 20% of users express dissatisfaction with Expedia's customer service, citing unhelpful representatives, long wait times, and unresolved issues. This lack of support leads to increased stress and dissatisfaction, especially when dealing with booking errors or refunds.

Expedia's customer service is terrible, with long wait times and unhelpful representatives.

Booking Errors

Approximately 10% of users experience booking errors, such as incorrect airport listings or name misspellings, which result in additional costs and travel disruptions. These errors are often not resolved satisfactorily by Expedia, leading to user frustration.

Expedia listed the wrong airport, causing additional travel costs and stress.

Refund and Cancellation Issues

About 12% of users report problems with refunds and cancellations, including being charged for canceled bookings or not receiving promised refunds. These issues create financial strain and erode trust in Expedia's services.

I was charged for a canceled booking and never received the promised refund.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

TripAdvisor

TripAdvisor is highly praised for its comprehensive travel information, user-friendly interface, and reliable reviews. Users appreciate its ability to help plan trips effectively, offering insights into hotels, restaurants, and attractions.

#2 RUNNER UP

Kayak

Kayak receives positive feedback for its ease of use and ability to find competitive prices on flights and hotels. Users enjoy its comprehensive search features and the convenience it offers in planning travel.

#3 Straggler

Expedia: Hotels, Flights, Cars

Expedia receives mixed feedback; while some users appreciate its ease of use and comprehensive travel planning features, many criticize its customer service and technical issues, such as booking errors and refund delays.

Nuggets

Major Highlights of the Week

Technical Glitches

Users experience persistent technical errors, such as blocked fields by the on-screen keyboard, making the app unusable for certain tasks. These issues force users to switch to alternative platforms, highlighting a need for improved app functionality.

The itinerary number field is blocked by the keyboard, making it impossible to save a trip.

Misleading Bookings

Incorrect airport listings and misleading booking details result in significant travel disruptions and additional costs for users. This issue underscores the need for accurate and transparent booking information to prevent user dissatisfaction.

Expedia listed the wrong airport, causing us to rent a car and drive back to Seattle.

Customer Service Failures

Users report inadequate customer service, with long wait times and unhelpful responses, leading to unresolved issues and increased frustration. This indicates a critical need for enhanced customer support training and resources.

Hours wasted with customer support, unable to fix a booking error.

Refund and Cancellation Issues

Users face challenges with refunds and cancellations, often being charged despite timely cancellations or being denied refunds due to policy misunderstandings. This highlights the necessity for clearer refund policies and more flexible cancellation options.

I canceled my flight due to health issues but didn't receive a refund.

Notification Overload

Excessive and irrelevant push notifications disrupt user experience, with no option to filter important updates from promotional content. This calls for a more refined notification system that prioritizes user preferences.

Constant spam notifications about deals that aren't deals, with no way to stop them.

Pricing Discrepancies

Users encounter higher prices on Expedia compared to competitors, leading to perceptions of unfair pricing and loss of trust. Addressing these discrepancies is crucial to maintain competitive advantage and customer loyalty.

Expedia's prices for international flights are much higher than other sites.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Technical Glitches

Misleading Bookings

Customer Service Failures

Refund and Cancellation Issues

Notification Overload

Pricing Discrepancies

Quotes of the week

Hear from some of the most impactful users to drive changes

Expedia's app is plagued with technical issues, like the itinerary number field being blocked by the keyboard, making it difficult to use. This is frustrating for a company of this size.

Dumyzm

Week of April 3rd, 2025

Expedia's customer service is lacking; I had to spend hours trying to fix a booking mistake, and they wanted to charge me triple to rebook. This experience was very disappointing.

Nickname nond

Week of April 3rd, 2025

Expedia's notifications are overwhelming and intrusive, with no way to filter them. This makes the app frustrating to use, as important updates can be missed.

showard56

Week of April 3rd, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

Expedia's app is plagued with technical issues, like the itinerary number field being blocked by the keyboard, making it difficult to use. This is frustrating for a company of this size.

Candice Wu

App Store

Expedia's customer service is lacking; I had to spend hours trying to fix a booking mistake, and they wanted to charge me triple to rebook. This experience was very disappointing.

Kelly Williams

Google Play

Expedia's notifications are overwhelming and intrusive, with no way to filter them. This makes the app frustrating to use, as important updates can be missed.

Koray Okumus

Google Play

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User Experience Report

Expedia: Hotels, Flights, Cars

Top Insights This Week

Technical Glitches

Customer Service Frustrations

Booking Errors

Refund and Cancellation Issues

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

Start your 14-day free trial

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