Travel Industry Needs to Regain Customer Trust, Warns New President of Expedia’s Egencia
Photo Credit: Egencia's Manchester office. Wikimedia Commons / Annie Egencia
Skift Take
With so much change at the top, there's a risk corporate clients are nervous because the last thing they need in a crisis is more uncertainty. There could be further operational streamlining ahead. If so, Ariane Gorin will have to balance more change with reassuring clients that Expedia Group is a steady ship.
There’s been a lot of boat rocking at Expedia Group of late.
At the end of last year, CEO Mark Okerstrom abruptly resigned while chairman Barry Diller is currently wrestling for control of the group.
Its corporate travel unit, Egencia, hasn’t been spared the drama either. In December, it was moved into a new division, Expedia Business Services, where it sits alongside Expedia Partner Solutions. Then with no warning, and in the middle of the coronavirus crisis, long-serving president Rob Greyber stepped down at the start of April.
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Ariane Gorin, who was recently promoted to lead the new Expedia Business Services arm, is now serving as president of Egencia. She talked to Skift about the organizational shakeup and what’s vexing corporate clients. The interview has been edited for brevity and clarity. Skift: What kind of message do you think the sudden departure o
