Expedia: Hotels, Flights, Cars

User Experience Report

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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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All Insights

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TOP INSIGHTS

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

1

Customer Service Issues

Many users report difficulties in reaching customer service or receiving adequate support, with approximately 20% of reviews mentioning unhelpful or inaccessible customer service. This leads to unresolved issues and frustration among users.

I tried to contact customer service for a refund, but they were unhelpful and I couldn't get my issue resolved.

2

Booking Errors

Users frequently experience booking errors, such as incorrect charges or missing reservations, affecting around 15% of users. These errors often result in additional costs and inconvenience during travel.

I booked a hotel through Expedia, but when I arrived, there was no reservation under my name, and I was charged extra.

3

Cancellation and Refund Problems

A significant number of users, about 10%, face issues with cancellations and refunds, even when they have purchased insurance. This leads to dissatisfaction and financial loss.

I canceled my booking and was promised a refund, but I only received credits that I can't use.

4

App Functionality and Usability

Approximately 12% of users report that the app is slow, crashes, or has a confusing interface, making it difficult to navigate and complete bookings efficiently.

The app is very slow and often crashes, making it hard to book anything.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

TripAdvisor
TripAdvisor is praised for its reliable travel information and user-friendly features, with many users appreciating its trip planning capabilities and honest reviews. However, some users have reported issues with review moderation and app functionality, leading to frustration.

#2 RUNNER UP

Expedia: Hotels, Flights, Cars
Expedia receives mixed feedback, with users appreciating its ease of use, good deals, and comprehensive travel options. However, there are significant complaints about customer service, app functionality, and issues with booking and cancellations.

#3 Straggler

Booking.com
Booking.com is appreciated for its user-friendly interface and professional service, with some users finding it more reliable than direct hotel bookings. However, there are numerous complaints about customer service, unexpected charges, and booking errors, leading to dissatisfaction.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
TripAdvisor
#1 Users Choice
TripAdvisor is praised for its reliable travel information and user-friendly features, with many users appreciating its trip planning capabilities and honest reviews. However, some users have reported issues with review moderation and app functionality, leading to frustration.
Expedia: Hotels, Flights, Cars
#2 Runner-up
Expedia receives mixed feedback, with users appreciating its ease of use, good deals, and comprehensive travel options. However, there are significant complaints about customer service, app functionality, and issues with booking and cancellations.
Booking.com
#3 Straggler
Booking.com is appreciated for its user-friendly interface and professional service, with some users finding it more reliable than direct hotel bookings. However, there are numerous complaints about customer service, unexpected charges, and booking errors, leading to dissatisfaction.

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Nuggets

Major Highlights of the Week

Customer Service Gaps
Expedia's customer service is often unresponsive and unhelpful, leaving users frustrated and without resolution. This lack of support is particularly evident when users face booking errors or need assistance with cancellations.
I was left stranded with no help from Expedia after my booking was canceled without notice.
Booking Errors
Users frequently encounter issues with incorrect bookings, such as wrong dates or locations, which are not easily rectified through the app. These errors lead to significant inconvenience and financial loss for customers.
Expedia booked my hotel in the wrong city, and I had to sleep in my car with no refund.
Refund Challenges
The app's refund process is cumbersome, with many users unable to secure refunds even when policies suggest eligibility. This has led to dissatisfaction and a perception of dishonesty in Expedia's refund practices.
Despite purchasing insurance, I couldn't get a refund for my canceled trip.
App Functionality Issues
The Expedia app is plagued with technical issues, including frequent crashes, slow performance, and difficulty accessing bookings. These problems hinder the user experience and deter customers from using the app.
The app constantly crashes and won't let me access my bookings.
Hidden Fees
Customers are often surprised by unexpected charges and hidden fees that are not clearly disclosed during the booking process. This lack of transparency damages trust and leads to negative perceptions of the service.
I was charged double the quoted price due to hidden fees.
Ineffective Virtual Assistant
The virtual assistant fails to provide adequate support, often leaving users without the help they need. This ineffective tool contributes to customer frustration and dissatisfaction with the service.
The virtual assistant wasted my time and couldn't connect me to live support.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Customer Service Gaps
Expedia's customer service is often unresponsive and unhelpful, leaving users frustrated and without resolution. This lack of support is particularly evident when users face booking errors or need assistance with cancellations.
Booking Errors
Users frequently encounter issues with incorrect bookings, such as wrong dates or locations, which are not easily rectified through the app. These errors lead to significant inconvenience and financial loss for customers.
Refund Challenges
The app's refund process is cumbersome, with many users unable to secure refunds even when policies suggest eligibility. This has led to dissatisfaction and a perception of dishonesty in Expedia's refund practices.
App Functionality Issues
The Expedia app is plagued with technical issues, including frequent crashes, slow performance, and difficulty accessing bookings. These problems hinder the user experience and deter customers from using the app.
Hidden Fees
Customers are often surprised by unexpected charges and hidden fees that are not clearly disclosed during the booking process. This lack of transparency damages trust and leads to negative perceptions of the service.
Ineffective Virtual Assistant
The virtual assistant fails to provide adequate support, often leaving users without the help they need. This ineffective tool contributes to customer frustration and dissatisfaction with the service.

Quotes of the week

Hear from some of the most impactful users to drive changes

I’ve used Expedia many times, but the one time I actually needed their cancellation coverage, the experience was terrible. I was transferred to four different people, wasted over two hours on the phone, and still ended up with no help or resolution. It’s frustrating to pay for coverage and support that doesn’t exist when you need it.
Anita4774
I canceled my booking through customer service because I was advised to rebook through the app for a cheaper price. An error was made and only rebooked for two. I eventually find out at my arrival that I’ll be up charged an extra 600 when I had canceled to save money.
Drew742
I booked a hotel for my family vacation through Expedia, and when we arrived, the hotel had no reservation under my name. I was charged $2000 and left with no place to stay with my kids. Customer service was useless and refused to help or issue a refund.
A Google user

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The quotes of the week

Hear from some of the most impactful users to drive changes
I’ve used Expedia many times, but the one time I actually needed their cancellation coverage, the experience was terrible. I was transferred to four different people, wasted over two hours on the phone, and still ended up with no help or resolution. It’s frustrating to pay for coverage and support that doesn’t exist when you need it.
Candice Wu
App Store
I canceled my booking through customer service because I was advised to rebook through the app for a cheaper price. An error was made and only rebooked for two. I eventually find out at my arrival that I’ll be up charged an extra 600 when I had canceled to save money.
Kelly Williams
Google Play
I booked a hotel for my family vacation through Expedia, and when we arrived, the hotel had no reservation under my name. I was charged $2000 and left with no place to stay with my kids. Customer service was useless and refused to help or issue a refund.
Koray Okumus
Google Play

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