Expedia boosts app user experience, loyalty offerings

The travel booking app now uses AI to summarize reviews and offer customers detailed property information

As part of its ongoing efforts to differentiate itself from the competition, Expedia has been improving the user experience across its apps and loyalty program.

Key takeaways

• During its Q3 2024 earnings call, Expedia Group executives highlighted significant enhancements to its One Key loyalty program, app features and customer service offerings, all aimed at improving the travel booking experience;
• With more than 70% of travelers reading reviews before booking, the company is leveraging generative AI to streamline the review process, providing concise summaries and detailed property information. CEO Ariane Gorin noted that this innovation not only helps travelers make more informed decisions, but also reduces the time and resources required for development;
• Membership in the One Key loyalty program grew 7% year-over-year globally in the third quarter. This growth follows the addition of expanded airline redemption options within the Expedia app and the introduction of exclusive loyalty member discounts on Vrbo vacation rentals.

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