Expedia, Inc., is the parent company to some of the world’s leading travel companies, providing travel products and services to leisure and corporate travelers in the United States and around the world. It owns and operates a diversified portfolio of well-recognized brands, including Expedia.com, Hotels.com, Hotwire.com, TripAdvisor, Egencia, Classic Vacations, and a range of other domestic and international businesses. The company’s travel offerings consist of airline flights, hotel stays, car rentals, destination services, cruises, and package travel provided by various airlines, lodging properties, car rental companies, destination service providers, cruise lines, and other travel product and service companies on a stand-alone and package basis. It also facilitates the booking of hotel rooms, airline seats, car rentals, and destination services from its travel suppliers. It acts as an agent in the transaction, passing reservations booked by its travelers to the relevant airline, hotel, car rental
company, or cruise line. Together, these popular brands and innovative businesses make Expedia the largest online travel agency in the world, the third largest travel company in the United States, and the fourth largest travel company in the world.
Its mission is to become the largest and most profitable seller of travel in the world, by helping everyone everywhere plan and purchase everything in travel.

Questions for Discussion
1. Who are the customers for Expedia.com? Why is customer satisfaction a very important part of their business?
2. How did Expedia.com improve customer satisfaction with scorecards?
3. What were the challenges, the proposed solution, and the obtained results?