Keynote unveiled the results of three studies of online travel sites: airline, lodging and rental cars.
“There was no single leader that spanned the different travel markets this year,†said Keynote Competitive Research. Results:
ü In the Airline Travel study, among the 11 online travel and airline Web sites examined, Expedia ranked Number 1 in customer experience followed by Southwest Airlines and Travelocity.
ü In the Online Lodging study, Marriott ranked Number 1 followed by Expedia and Hotels.com.
ü In past studies, Marriott has been the highest ranked site operated by a lodging supplier. However the latest study marks the first time a direct supplier has out-performed any travel service aggregator.
ü Travelocity took the Number 1 ranking in the Rental Car Reservation study, with Budget following close behind as the highest ranked direct rental car supplier.
“Keynote continues to see travel service aggregators compete with price & selection against suppliers who have increasingly effective customer support and booking features,†said Stephen Foster, director, competitive research at Keynote.
