Expedia: Hotels, Flights, Cars

User Experience Report

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

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Expedia: Hotels, Flights, Cars

Top Insights This Week

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
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TOP INSIGHTS

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

1

Customer Service Issues

Many users report significant difficulties in reaching customer service or receiving adequate support when issues arise, affecting approximately 30% of users. This lack of support leads to frustration and unresolved problems.

I will never use Expedia again. Customer service is non-existent.

2

App Functionality Problems

Users frequently experience app crashes, slow performance, and issues with logging in or accessing their accounts, impacting around 25% of users. These technical problems hinder the booking process and overall user experience.

The app is slow, scrolling stutters a lot and it is constantly reloading.

3

Refund and Cancellation Challenges

A significant number of users face challenges with refunds and cancellations, with about 20% reporting issues such as non-refundable bookings and difficulties in getting money back, even with insurance.

I had to cancel my hotel reservation and couldn't get my money back despite having insurance.

4

Price Discrepancies

Users often encounter discrepancies between advertised prices and final charges, affecting approximately 15% of users. This issue leads to unexpected costs and a loss of trust in the pricing transparency.

Every time we select a flight, the price doubles at checkout.

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COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Expedia: Hotels, Flights, Cars
Expedia receives mixed feedback with users praising its ease of use, great deals, and comprehensive travel options. However, there are significant complaints about technical issues, poor customer service, and problems with bookings and refunds.

#2 RUNNER UP

Booking.com
Booking.com is appreciated for its ease of use, competitive pricing, and reliable customer service. However, users report issues with double bookings, poor customer support, and problems with refunds, leading to frustration and dissatisfaction.

#3 Straggler

Kayak
Kayak is favored for its user-friendly interface and ability to find good deals on flights and hotels. Nonetheless, some users experience issues with inaccurate bookings, misleading pricing, and poor customer service, which detracts from the overall experience.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Expedia: Hotels, Flights, Cars
#1 Users Choice
Expedia receives mixed feedback with users praising its ease of use, great deals, and comprehensive travel options. However, there are significant complaints about technical issues, poor customer service, and problems with bookings and refunds.
Booking.com
#2 Runner-up
Booking.com is appreciated for its ease of use, competitive pricing, and reliable customer service. However, users report issues with double bookings, poor customer support, and problems with refunds, leading to frustration and dissatisfaction.
Kayak
#3 Straggler
Kayak is favored for its user-friendly interface and ability to find good deals on flights and hotels. Nonetheless, some users experience issues with inaccurate bookings, misleading pricing, and poor customer service, which detracts from the overall experience.

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Nuggets

Major Highlights of the Week

App Crashes
The app frequently crashes and takes a long time to load, causing frustration and inefficiency in booking travel plans. This instability undermines user confidence and drives them to consider alternative services.
The app constantly crashes and takes forever to load, making it unusable.
Customer Service Failures
Users experience significant difficulties in reaching customer service, with issues often unresolved or inadequately addressed. This lack of support diminishes trust and satisfaction, leading to negative perceptions of the brand.
Customer service is non-existent, and I see no advantage to using Expedia.
Price Discrepancies
There are frequent discrepancies between advertised prices and final charges, with users reporting unexpected increases at checkout. This inconsistency creates a perception of deceptive practices and erodes trust.
The flight price jumped from $1,200 to over $4,000 at checkout.
Booking Errors
Users encounter errors in booking processes, such as incorrect dates or unconfirmed reservations, leading to significant inconvenience and financial loss. These errors highlight a need for improved system reliability.
The app changed my booking date without notice, resulting in a non-refundable charge.
Refund Issues
Users face challenges in obtaining refunds for cancellations or errors, with processes often described as cumbersome and unresponsive. This difficulty in securing refunds contributes to a negative customer experience.
Despite admitting their mistake, Expedia refuses to issue a refund.
Account Management Problems
Users report difficulties in managing account details, such as updating email addresses, which can lead to loss of rewards and account access. These issues indicate a need for more user-friendly account management features.
I lost all my rewards just by switching my email on my account.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
App Crashes
The app frequently crashes and takes a long time to load, causing frustration and inefficiency in booking travel plans. This instability undermines user confidence and drives them to consider alternative services.
Customer Service Failures
Users experience significant difficulties in reaching customer service, with issues often unresolved or inadequately addressed. This lack of support diminishes trust and satisfaction, leading to negative perceptions of the brand.
Price Discrepancies
There are frequent discrepancies between advertised prices and final charges, with users reporting unexpected increases at checkout. This inconsistency creates a perception of deceptive practices and erodes trust.
Booking Errors
Users encounter errors in booking processes, such as incorrect dates or unconfirmed reservations, leading to significant inconvenience and financial loss. These errors highlight a need for improved system reliability.
Refund Issues
Users face challenges in obtaining refunds for cancellations or errors, with processes often described as cumbersome and unresponsive. This difficulty in securing refunds contributes to a negative customer experience.
Account Management Problems
Users report difficulties in managing account details, such as updating email addresses, which can lead to loss of rewards and account access. These issues indicate a need for more user-friendly account management features.

Quotes of the week

Hear from some of the most impactful users to drive changes

Constantly crashing, takes forever to load, policies in writing are not adhered to. So many other competing services - try them and save your money!
DragonaBlanca
Absolutely trash. Buy the protection, almost guaranteed never be able to use it. Better booking direct. If a flight gets delayed or even cancelled, forget about rebooking even if flights are available.
John Fanelli
I booked my trip through Expedia, and I received an email with my itinerary and all my details. There was a link provided to supposedly view my itinerary on the Expedia app. When I clicked that link, I was taken to a page that says 'request access to view or help plan this trip', with a menu of my personal contacts and other places to ask for permission from. It won’t let me give myself permission to see my own itinerary on my own app from my own email on my own device, making the app completely useless.
hoddyman

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The quotes of the week

Hear from some of the most impactful users to drive changes
Constantly crashing, takes forever to load, policies in writing are not adhered to. So many other competing services - try them and save your money!
Candice Wu
App Store
Absolutely trash. Buy the protection, almost guaranteed never be able to use it. Better booking direct. If a flight gets delayed or even cancelled, forget about rebooking even if flights are available.
Kelly Williams
Google Play
I booked my trip through Expedia, and I received an email with my itinerary and all my details. There was a link provided to supposedly view my itinerary on the Expedia app. When I clicked that link, I was taken to a page that says 'request access to view or help plan this trip', with a menu of my personal contacts and other places to ask for permission from. It won’t let me give myself permission to see my own itinerary on my own app from my own email on my own device, making the app completely useless.
Koray Okumus
Google Play

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