From Instagram integrations to AI-powered assistants, Expedia reimagines the customer journey in its push beyond traditional platforms
May 14, 2025
Expedia is betting big on artificial intelligence as the next transformative force in travel booking, equating its impact to that of mobile technology. During its Q1 2025 earnings call, CEO Ariane Gorin highlighted how AI is reshaping customer experience across the board—from search and trip planning to booking—while also helping Expedia extend its reach beyond its own platform through strategic partnerships, like the new Trip Matching feature on Instagram.
Key takeaways
- AI as a game-changer: Expedia sees AI as the most significant shift in travel experience since the rise of mobile, with wide-ranging applications across its platform.
- Third-party partnerships: Expedia is expanding its presence via integrations with platforms like Instagram (Trip Matching) and Microsoft Copilot for broader customer access.
- Conversational AI tools: Features like OpenAI-powered trip planning and the in-app assistant Romie help personalize the booking journey.
- Omnichannel AI journeys: Users can toggle between passive AI tools (e.g., review summaries) and active interaction (e.g., chatbots) throughout their trip planning process.
- Mixed financial results: While room nights booked rose 6% and revenue increased to $3 billion, Expedia reported a $200 million net loss in Q1 2025, citing weaker travel demand.
Get the full story at Yahoo! Finance
