CMA: The Future of Booking.com and Expedia – Boost Hospitality Podcast

The Boost Hospitality Podcast is back for another season! In this episode, I talk about CMA investigation and how it is affecting Booking.com and Expedia.

On the 27th October 2017, the CMA opened an investigation into how the Online Travel Agents conduct their business. We are now in July 2018. I wanted to update my original blog to reflect where we are with the CMA investigation and with the continuing outcry from the world of hospitality.

Recap from October 2017, BBC news:

“The investigation will examine areas such as hidden charges, search results, and discount claims.”

The Competition and Markets Authority (CMA) has appealed to consumers to write to them to detail their experiences about booking on websites such as Hotels.com, Booking.com, Expedia and Agoda.

This was pulled from the government’s website:

“The watchdog is seeking evidence from both the websites and hotels and would also like consumers to get in touch with it and share their experiences.”

Nisha Arora, a senior director at the CMA, added: “We are concerned about the clarity and accuracy of these sites. Rather than helping consumers they may be making it more difficult for them.”

The investigation will cover the following:

  • Search results
  • Pressure selling
  • Discount claims
  • Hidden charges

CMA chief executive Andrea Coscelli said: “Around 70% of people who shopped around for hotels last year used these sites and they should all be confident they have chosen the best accommodation for their needs and are getting a good deal.”

Click here to read the full blog post.

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