Expedia

So to start with a fact, Expedia (the web based travel agency) has seen an 87% drop in their profit margin over the last year. This huge loss may be largely attributed to the economic downturn of recent years but could there also be a more intrinsic reason?

Expedia is not famed for its great customer service reputation, and in times of financial hardship this could prove extremely problematic. In times of plenty, holidays are booked as a matter of course. Less a luxury and more a necessity. Expedia has never had to worry a huge deal about customer retention as there was enough demand for new business. With this recent drop in profits though, they may well want to wake up and smell the virtual coffee.

Expedia on Facebook (or not!)

Social media is almost made for a company like Expedia. People like to discuss their holidays, recommend places (or recommend good booking agents). Travellers take photos and post them online. Expedia now owns Read the rest of this entry »