Expedia sees record number of users join loyalty program

Focusing on the long-term retention of high-value customers is accelerating improved performance across the company

Feb 13, 2023

During the online travel agency’s fourth-quarter and full-year 2022 earnings call, Expedia Vice Chairman and CEO Peter Kern said for the fourth quarter of last year, the number of new customers who became loyalty members grew more than 60% compared to the same quarter in 2019.

Key takeaways

  • The company entered 23 with a record number of active loyalty members, which is 10% higher than any prior year;
  • And just as importantly, the company's quarterly active app users increased by approximately 40%;
  • The company’s loyalty members drive two times as much gross profit and repeat business, app users 2.5 times the gross profit and repeat business compared to nonmembers.

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