Both Expedia and Booking.com are strong contenders in the online travel agency space, each with its own strengths. Booking.com excels in customer service and booking reliability, while Expedia stands out for its package deals and discounts. The best choice depends on individual priorities and travel preferences.
| Attribute | Expedia | Booking.com |
|---|---|---|
| Price competitiveness | Offers competitive rates, especially when booking flights and lodging together. TAAP provides competitive rates for travel agents. | Guarantees best available rates and promises to price match. Offers deals throughout the year, including onboard credits for cruises. |
| Breadth of travel options | Offers a wide variety of travel options, including flights, hotels, rental cars, cruises, vacation packages, and activities. Access to over 700,000 properties worldwide, 650,000 deals, 175+ car rentals, and over 500 airlines. | Offers flights, accommodations, car rentals, and travel experiences. Over 28 million accommodation listings, including over 6.6 million homes, apartments, and unique places to stay. Access to over 10,000 sailings on over 30 cruise lines. |
| User-friendliness of website/app | Considered a legitimate and user-friendly platform. The app has a simple interface that is easy to navigate. Redesign efforts have focused on simplifying the homepage, improving icon clarity, and enhancing UI elements. | User-friendly interfaces, easy to search for accommodations, view property details, and make bookings. Prominent search widget and suggestions for popular destinations. |
| Customer service responsiveness and helpfulness | Offers 24/7 customer support. Some users have reported difficulties receiving efficient support for last-minute changes, refunds, or reservation issues. Contact +1(877)806-8783 for assistance. | Praised for customer service, including 24/7 support and dedicated account managers. 24/7 phone support available. |
| Clarity of booking terms and conditions | Terms for changes and cancellations depend on each provider (hotel, airline, etc.) and may not be as flexible as booking directly. It is always wise to read the terms and conditions carefully. | Provides detailed fee information to ensure consistent and transparent pricing. |
| Cancellation and modification policies | Provides a cancellation policy that allows users to cancel or modify their reservations without any charges or penalties within the first 24 hours. Beyond this period, hosts may establish their own cancellation policies, which may include penalties for cancellations. | Offers free cancellation services for most rooms. Cancellation fees are determined by the property and listed in the cancellation policy. |
| Availability of package deals and discounts | Known for its package deals and discounts. By bundling your stay with a car rental or flight, you can save more. Often cheaper than other OTAs because of discounts for hotels and packages. | Offers daily deals. Genius loyalty program provides discounts at select properties. |
| Reliability of bookings and confirmations | Generally reliable with bookings, but occasional issues like overbooking or miscommunications with hotels can occur. It is always a good idea to double-check your reservation and confirm directly with the hotel before your trip. | Instantly confirms every reservation. |
| Payment options and security | Accepts major credit cards (Visa, Mastercard, American Express, and Discover) and PayPal. Also accepts prepaid Visa or MasterCard gift cards. Uses virtual credit cards to enhance payment security. | Offers secure payment options and transparency regarding payment processing. Facilitates payments using credit card, GooglePay, ApplePay, Paypal, and Buy Now Pay Later options. Uses virtual credit cards for online payments. |
| Mobile app functionality and user experience | Boosting its mobile momentum with new application features, including the ability to book rental cars, a 'Book Now, Pay Later' functionality and a redesigned launch screen. The app has a simple interface that is easy to navigate. The Expedia app is quick and simple. | User-friendly with an intuitive design focused on easy booking. |
| Loyalty programs and rewards | Has a loyalty program called One Key, where members earn rewards and elite status by booking travel through Expedia, Hotels.com, and Vrbo. The program rewards members with 2% OneKeyCash for every dollar they spend, and elite status is based on every travel segment they book. | Genius loyalty program offers discounts and travel rewards with three levels of increasing benefits. |
| Transparency of fees and taxes | Working to increase price transparency. The total price you see on the search page includes all taxes and fees. Clearly shows on the search results page when payments affect the ranking of accommodations. | Displays all types of taxes and fees related to each booking in detail. Total price is shown upfront for US travelers, including all mandatory fees. |