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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All Insights

TOP INSIGHTS

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

Customer Service Issues

Many users report significant difficulties in reaching customer service for assistance, with complaints about unhelpful AI chatbots and long wait times for human agents. Approximately 30% of users seem to be affected by this issue, leading to frustration and unresolved problems.

I tried to contact customer service for a refund, but the AI was unhelpful and I couldn't reach a real person.

Booking and Refund Problems

Users frequently experience issues with bookings not being honored or incorrect charges, and they face challenges in obtaining refunds. This affects about 25% of users, causing financial stress and dissatisfaction with the service.

I was charged for a hotel room that wasn't available, and Expedia refused to refund me.

App Functionality Glitches

The app is reported to have numerous bugs, including login issues and itinerary access problems, affecting around 20% of users. These technical glitches hinder the booking process and user experience.

The app keeps freezing and won't let me access my itinerary, making it useless for planning.

Misleading Pricing and Hidden Fees

Some users feel misled by pricing discrepancies and hidden fees that are not clearly communicated, impacting about 15% of users. This leads to unexpected costs and a loss of trust in the platform.

I was charged more than the price shown at checkout, with hidden fees not disclosed upfront.

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.

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Nuggets

Major Highlights of the Week

Refund Delays

Customers experience significant delays in receiving refunds, even after being promised by Expedia. This issue is exacerbated by poor communication and lack of follow-up from customer service.

I was promised a refund over a month ago, but I'm still waiting.

Insurance Confusion

Users are frustrated with the insurance process, finding it cumbersome and not directly linked to the rental companies. This leads to confusion and dissatisfaction when filing claims.

I had to deal with both the insurance and rental company separately, which was a hassle.

App Glitches

The app frequently experiences technical issues, such as login problems and itinerary retrieval failures, which hinder the user experience. These glitches are compounded by ineffective customer support.

I couldn't log in or access my itinerary, and the chat service was unhelpful.

Hidden Fees

Customers are caught off guard by unexpected charges not clearly disclosed during booking, leading to mistrust. This includes discrepancies in advertised prices versus actual charges.

I was charged more than the price shown at booking, which is misleading.

Customer Service Barriers

Reaching a live customer service agent is challenging, with users often stuck in loops with AI chatbots. This lack of direct human interaction frustrates users seeking immediate assistance.

I couldn't talk to a real person to resolve my issue, only a chatbot.

Reservation Failures

Reservations made through Expedia are sometimes not honored by service providers, leaving customers stranded. This issue is compounded by Expedia's inability to resolve the situation promptly.

My hotel reservation wasn't honored, and Expedia didn't help resolve it.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Refund Delays

Customers experience significant delays in receiving refunds, even after being promised by Expedia. This issue is exacerbated by poor communication and lack of follow-up from customer service.

Insurance Confusion

Users are frustrated with the insurance process, finding it cumbersome and not directly linked to the rental companies. This leads to confusion and dissatisfaction when filing claims.

App Glitches

Hidden Fees

Customers are caught off guard by unexpected charges not clearly disclosed during booking, leading to mistrust. This includes discrepancies in advertised prices versus actual charges.

Customer Service Barriers

Reaching a live customer service agent is challenging, with users often stuck in loops with AI chatbots. This lack of direct human interaction frustrates users seeking immediate assistance.

Reservation Failures

Reservations made through Expedia are sometimes not honored by service providers, leaving customers stranded. This issue is compounded by Expedia's inability to resolve the situation promptly.

Quotes of the week

Hear from some of the most impactful users to drive changes

I had a very bad experience with Expedia. I booked a car yesterday, paid in advance, and never received the vehicle. When I contacted customer support, there was no proper assistance or resolution provided. I ended up wasting my time and money, and I still haven’t received a refund.

Mr.ali sam

Week of May 27th, 2025

There are nonstop bugs with this app that will not allow you to login correctly. If you are so lucky to finally get logged in, they have another glitch that will not pull up your itinerary even if you type in the itinerary number. Their chat service for help is pitiful and it’s not helpful at all.

Travis Holland

Week of May 27th, 2025

I booked an airplane flight from Philippines for my now wife, the ticket was not ever generated yet I was charged over $760. Then they wanted another $100 to change the flight of their own mistake. At that point, I did not trust this site and never will again. I lost another $1600 between an emergency flight and missing hotels.

Billy Goodman208

Week of May 27th, 2025

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The quotes of the week

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User Experience Report

Report Date

Expedia: Hotels, Flights, Cars

Top Insights This Week

Customer Service Issues

Booking and Refund Problems

App Functionality Glitches

Misleading Pricing and Hidden Fees

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