Hotwire leads in customer satisfaction

14th Dec 2006

Discount travel site is being recognized as the online travel site with the highest customer satisfaction when booking a hotel, airfare or rental car through an independent web site, according to the J.D. Power and Associates 2006 Independent Travel Web Site Satisfaction Study(SM).

The J.D. Power and Associates study notes that Hotwire(R) received the highest ranking of all independent travel Web sites evaluated in competitiveness of price, ease of booking, as well as appearance/design and ease of navigation. Hotwire’s customer satisfaction ranking for competitiveness of price ranks higher than seven other sites evaluated.

“We are honored to be recognized by J.D. Power and Associates as the highest ranked independent travel Web site in customer satisfaction,” said Eric Grosse, senior vice president and general manager of “Our goal is to meet customers’ need for deep discounts by offering specially negotiated rates on top suppliers’ unsold inventory. We are particularly proud that consumers gave Hotwire the highest marks for price competitiveness.”

The J.D. Power and Associates study measured the satisfaction of travelers who booked airline, hotel or rental car reservations through one of eight major independent travel Web sites (not a hotel, rental car company or airline’s own Web site). Customer satisfaction is evaluated based on six factors:

  —Competitiveness of price;

  —Ease of booking;

  —Usefulness of information on the Web site;

  —Availability of booking options / travel packages;

  —Appearance / design of Web site; and

  —Ease of navigation.
Hotwire’s top ranking across four of these measures contributed to the site’s highest-ranking position in overall independent Web site satisfaction.


Added Tim MacDonald, vice president of product management: “At Hotwire, we’re focused on delivering a superior experience by making it easy to find and book the best prices on travel. We are always investing in the customer experience and are pleased that customers find easier to navigate and book when compared to other independent travel sites.”


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