How Expedia Eliminated 20 Million Customer Service Calls

News notes from around the interweb:

About Gary Leff

Gary Leff is one of the foremost experts in the field of miles, points, and frequent business travel - a topic he has covered since 2002. Co-founder of frequent flyer community, emcee of the Freddie Awards, and named one of the "World's Top Travel Experts" by Conde' Nast Traveler (2010-Present) Gary has been a guest on most major news media, profiled in several top print publications, and published broadly on the topic of consumer loyalty. More About Gary »

More articles by Gary Leff »


  1. Can an enterprising photographer upload a few copyright-free photos of various Expedia related signs, etc. so Gary has another option other than these dancers?

  2. Getting a tattoo from someone you just met and will never see again may not be the best idea, but I feel bad for the woman being treated that way.

  3. @Gary

    I read the linked article on Expedia, and it turns out *they didn’t need to make phone service better.* One of the leading issues driving call ins was Expedia not making it easy for customers to get their itinerary for one reason or another. By fixing that problem, people needed to call in less. Isn’t that a *good* thing?

    Besides… if I choose to do business with an OTA (which is few and far between) I do *not* want to call. I expect phone support to suck. So I *want* them to get it right up front so I don’t have to call.

Leave a Reply

Your email address will not be published. Required fields are marked *