The online travel industry falls for a second straight year, dropping 1.3 percent to 75. The three major online travel sites all suffered drops in satisfaction. Expedia remains the highest-scoring company, but its score plummets 3.8 percent to 75. Travelocity and Orbitz both drop to 73, as the three companies continue to have difficulty differentiating their services. “For the last 10 years, the technology that online travel aggregators use has essentially remained unchanged, but competition continues to innovate,” said Freed. “Standing still is not an option. As the smaller players change the game, satisfaction with the big players will decline if they just tread water.

“For the last 10 years, the technology that online travel aggregators use has essentially remained unchanged, but competition continues to innovate,” said Freed. “Standing still is not an option. As the smaller players change the game, satisfaction with the big players will decline if they just tread water.”

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