Expedia.com Expedia Tops Online Travel Industry in Independent Customer Service Ranking

BELLEVUE, Wash. – (April 16, 2003) – Expedia.com®, the world’s leading online travel site, is also a recognized leader in customer service, according to the most recent American Customer Satisfaction Index™ (ACSI) ranking of e-commerce sites. Expedia® topped other travel sites with a high score of 80 out of a possible 100. In keeping with its commitment to customer service, Expedia has also introduced two convenient automated sources of information: an online FAQ wizard that helps travelers quickly and easily find answers to their travel questions and Interactive Voice Response (IVR) technology that lets travelers automatically reconfirm their itineraries.
Since 1994, the ACSI has independently measured household consumer experiences and tracked trends in customer satisfaction. Produced through a partnership of the University of Michigan Business School, the American Society for Quality (ASQ), and the international consulting firm, CFI Group, the ACSI gives companies valuable insight into the state of the consumer economy. The annual rankings of the ACSI benefits consumers by giving voice to their evaluations of the products and services they buy and use. The full ACSI report on the online travel industry is available at www.theacsi.org.

“Expedia is committed to delivering excellent customer service, and we are proud that this latest recognition demonstrates that commitment,