2013 › October

If customers reach out to a company on Twitter, it's because it is the most convenient channel. Redirects only frustrate and alienate already unhappy customers.

Better late than never? The closer that travel agencies get to becoming the physical manifestation of today's booking and reviews sites, the closer they get to keeping the customers they have left.

The price for visiting the museum may be high, but lawsuits like this are ridiculous.

Expedia partnered with HomeAway on vacation rentals last week. One day it is going to partner with or acquire a sharing economy company built in the Airbnb mold, depending how the market shakes out. When you are as big as Expedia, you can afford to sit back and see how things shape up.

By comparing Trivago to TripAdvisor, Expedia is really setting the bar very high. Industry insiders have a lot of respect for Trivago's accomplishments and management, and its performance in 2013 doesn't disappoint.

It isn't only the extra legroom, but the power outlets, priority boarding and complimentary entertainment will be enticements to book the Extra Comfort seats on long-haul flights for Hawaiian Airlines.

As Google and a crop of smaller startups attempt to crowdsource local reviews and recommendations, Yelp's legacy and continued growth keep it ahead of the curve. But that might not be enough for shareholders who want to see profits more than potential.

Spirit Airlines is closely watched by the industry and successful initiatives will influence other carriers' actions. The only thing worse than being hated is being bankrupt.

JetBlue will be walking a tightrope in 2014 as it continues negotiations with pilots. The airline has been falling behind rivals in terms of profit margins, but the struggle to retain pilots means JetBlue is going to have to increase their compensation. This is stuff to keep executives awake at night.

Unless Google is playing possum and lulling competitors into submission, prognostications about the potential impact of Google Flight Search could turn out to be one of the greatest miscalculations in online travel history.