INDUSTRY WATCH

Web Agencies Leave Customers Unhappier

Expedia, Orbitz, and Travelocity appear to be disappointing customers because of competition from airline and hotel websites and travel search engines, such as Kayak and Sidestep.

Customer satisfaction with Expedia, Orbitz, and Travelocity recently sank, while satisfaction with all other industries in e-commerce rose. That's according to the American Customer Satisfaction index released last week by the University of Michigan.

Travel websites received a combined score of 76 out of 100--a drop of 1.3 percentage points from the 2005 survey period. Online travel's combined score of 76 was also lower than the average score for Web retailers overall, which was 80.

"Customers are less loyal to the online travel sites than to online retail sites such as Amazon, Barnes & Noble, and eBay," says Larry Freed, chief of ForeSee Results, the market-research firm that helped the University of Michigan conduct the survey.

The index asked consumers to rate their satisfaction with the goods and services they buy in a variety of industries. About 20,000 consumers, including about 4,000 airline and hotel customers, were surveyed during the last three months of 2006.

The top travel website score: Expedia's 78. "Expedia's score has dropped one point since 2006 as its market share dipped 5 percent in the first six months of 2006," says Freed.

Close behind were Orbitz at 75 and Travelocity at 74. The survey didn't rate other travel websites.

Customers appear to feel little loyalty to Expedia, Orbitz, and Travelocity, which appear to be hurting because of competition from airline and hotel sites and travel search engines, such as Kayak and Sidestep. Says Freed, "The things that signal lack of loyalty are low customer satisfaction scores and little variation among satisfaction scores in a category."

Expect the big three websites to roll out new features in the coming year that attempt to boost customer satisfaction.

Note:This story was accurate when it was published. Please be sure to confirm all rates and details directly with the companies in question before planning your trip.
 
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Planning
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Before exchanging foreign currency at the airport, find out if there's a departure tax. At the Bangkok airport, we were very upset- as were travelers around us- to find we had to pay a fee before continuing to our gate. Unfortunately, by that point everyone had cashed in their baht, so the options were a conveniently located ATM, a credit card, or an exchange booth with notably poor rates. When we described this incident to friends, they told us of a similar experience when trying to leave the Dominican Republic.

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Solo Travel
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If you're traveling solo and want some company for dinner, try the sushi bar at a Japanese restaurant. It's a great place to meet locals. Plus, you'll receive extra attention and special recommendations from the chef.

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Packing
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Dry-cleaning bags stop clothes from wrinkling. Slide each garment into its own bag (leave the hanger at home) and place them flat on your bed, one on top of another. Then carefully fold the entire stack to fit it in your suitcase. Once you get to your hotel, hang everything up as soon as you can. You'll never unpack a suitcase of wrinkled clothes again.

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Packing
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My husband packs Q-tips in a plastic cassette case. It's small and snaps shut, keeping the cotton swabs clean and dry.

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Family Travel
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Give your children a coach's whistle in case they get lost; put it on a ribbon so they can wear it around their neck. The piercing sound may be annoying, but you'll definitely find them quicker!

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Photography
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Car Rentals
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Packing
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Hotels
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If you can't sleep due to the heat in your non-air-conditioned hotel room, take a cold bottle of water and place it on your pillow, in the crook of your neck. It will cool your whole body down.

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Air Travel
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Check fares periodically after booking your airfare. The airline may have a sale, and buying new tickets could save you money, even after you pay the change penalty. My wife and I used Travelocity's Fare Finder to pocket $187 each on a recent trip from Seattle to New York City, simply by re-ticketing.

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Cruises
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Some cruise lines offer discounts on a future sailing if you book it while on a current cruise. Back home, you can transfer the booking to your travel agent and work with them to try to lower the price even further. You'll be able to cancel your booking at no cost if you follow the cruise line's cancellation schedule. This is a great way to get some of your onboard expenses paid for in advance.

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Cruises
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Bring a single-hole punch and lanyard on your next cruise. Once aboard, you can make a hole in your plastic key card and attach the lanyard, allowing you to carry the key around your neck. This is especially useful when your dress or slacks have no pockets. Just be sure to put the hole where it won't interfere with the card's magnetic strip.

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Car Rentals
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We rented a car last summer to tour northern Italy. Initially, we contacted Europcar (europcar.com) and got a quote of more than $500. We then clicked on a rental-car link from Best Fares (bestfares.com) and received an offer that knocked off about $50. When we mentioned to Europcar that we'd seen lower offers on the Web, they told us that if we sent them the URL and they could verify the offer, they'd match it. We eventually found a car that was an additional $100 cheaper from a British company. Europcar-which offered better service for our itinerary-accepted that lower price, saving us $150.

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Safety
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A padlocked zipper tells thieves there's something in your bag worth stealing, but a key ring is much less obvious. Just use it to latch together the zippers. Best of all, you'll never have to worry about forgetting your combination.

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Safety
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Rather than risk losing your department-store credit cards and club-membership cards, you should really leave them behind when you go somewhere you won't need them. Your purse or wallet will be lighter and your worries fewer.

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Planning
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While traveling, I love to send postcards to friends--and also to myself. I get the best photo postcard of the place I visited and write down what I did there as a reminder. When I get home, I tape them in my travel journals so I can flip back and forth between the photo and the reverie.

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Car Rentals
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Don't rush off the car-rental lot. Before driving away--especially in foreign countries where the controls might be unfamiliar-test the headlights and brakes, and look for the extra tire and changing tools. I once had a rental with malfunctioning brakes in Mexico and caused a minor accident--one that could certainly have been avoided had I checked them properly before leaving the lot.

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Hotels
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Flight attendants often work vampire hours and have to sleep during the day. How do we keep the sunlight from leaking into our hotel rooms? We clip a skirt hanger (or two) to the middle of the drapes to seal them together.

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Packing
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During a visit to Mexico City, I was sitting in a plaza near a fountain, watching the locals stroll around in their Sunday best. Nearby, an older gentleman was playing a concertina; his music perfectly framed the scene. I took lots of pictures, but I didn't have a way to capture that music. Now I pack a small tape recorder along with my camera.

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Hotels
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Before you go to sleep, check to see if a previous hotel guest left the alarm clock on. I've been awakened before 7 a.m. twice in the last couple of months by alarms I did not set. (Make sure the clock shows the right time, too!)

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Shopping
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Planning
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You can suspend more than your newspaper when you're away. On several occasions, DirecTV has agreed to put my account on hold while I was traveling--without penalties, additional fees, reconnection charges, or the like. So, instead of a monthly bill of $65, mine gets prorated.

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Packing
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Grab-rails and nonskid surfaces aren't common in European bathtubs and showers. I pack a few decorative rubber pads that have non-adhesive suction cups, so I can use them when needed to prevent a slip or fall, and then I take them with me to the next hotel.

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Hotels
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Try getting a discount on your hotel room by offering to pay in cash. A hotel reservationist suggested this approach when I phoned to reserve at a hotel in London. I asked if the hotel could grant a discount based on my AARP or AAA membership, as many hotels do in the United States. Her response was that the only discount she was able to offer was 10 percent if I paid in cash.

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Air Travel
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Air Travel
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I travel with two cameras: a digital SLR for the majority of my shots, and a small disposable camera for when I ask strangers to take pictures of me. As much as I tend to trust other people, I'm not ready to hand over my $1,000 camera to someone I don't know at all.

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Planning
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Note the expiration dates of any debit or credit cards you plan on using while you're away. In Budapest, I tried to withdraw cash with my ATM card, only to find that it had expired just days before.

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A company called Orikaso makes brightly colored polypropylene sheets that can be folded--kind of like origami--to form a dish, bowl, or cup. The sheets are lightweight and reusable, and you simply flatten them when you're finished. We found ours at a sporting goods store, but you can also buy them online. Check orikaso.com for retailers.

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I teach a Tulane University seminar on independent European travel for first-timers. Until recently, I advocated Europe's great rail networks as the way to go. Now, with the plethora of budget airlines, I recommend a combination of the two. But it makes the planning stage—which I find almost as much fun as actually taking the trip—more involved. Thank goodness for whichbudget.com, a Web site that lists, by city, which budget airlines serve which cities. Then, to find links to all of Europe's state railway Web sites, visit railfaneurope.net. Each site generally features a travel planner and, almost invariably, an English-language option.

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