Expedia, Inc. - statistics & facts

How did the coronavirus (COVID-19) pandemic impact Expedia, Inc.?

During the global coronavirus (COVID-19) pandemic in 2020 and 2021, travel was severely restricted as countries tried to contain the virus by enacting stay-at-home orders and emergency measures. As a result of the travel limitations adopted during the health crisis, the travel and tourism sectors were heavily impacted. The revenue lost by travel agencies in 2020 reflected the impact of drastically reduced bookings, with Expedia, Inc.’s revenue falling to its lowest value in the last five years. Despite a 65 percent year-on-year increase in revenue in 2021, the travel agency was not able to reach pre-pandemic levels that year. Meanwhile, Expedia’s selling and marketing expenses followed a similar trend, rising sharply in 2021 over the previous year but remaining below the figure recorded in 2019. Overall, after reporting a net loss of 2.6 billion U.S. dollars in 2020, the company recovered enough to reach a net income of 12 million U.S. dollars in 2021.

Expedia, Inc.’s U.S. consumers

As an American-based company, U.S. consumers make up a large part of Expedia, Inc.’s customer base. In 2021, Expedia, Inc.’s revenue in the U.S. accounted for roughly 76 percent of the company’s total income that year. With many different competitors in the online travel market (Booking Holdings, Tripadvisor, Trip.com), customer satisfaction is an important measure of a company's success. The American Customer Satisfaction Score (ACSI) of Expedia, Inc. was 74 in 2021 - generating an equal level of consumer satisfaction as the overall internet travel website industry’s ACSI score in the same period. Expedia, Inc. is also one of the most widely used online travel booking services in the U.S., with around 26 percent of respondents indicating that they booked a flight with Expedia in the last year, making the company second only to Booking.com in 2021.

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