While Expedia's website is fast and works well (and I've used them a lot for finding cheap flights), their customer service is probably the worst that I've ever experienced.

Trying to do something like getting the return leg of a ticket changed, resulted in multiple dropped calls, talking to people with poor English skills (all their support is outsourced) and even getting told that all their computers crashed so they can't do anything. Then when I finally did get through to someone, I was quoted $2,500 to change the date of a $400 ticket.

A simple Google search of Expedia customer service complaints reveals that I'm not even close to being alone.

I suppose their CEO calculated that the savings from having dirt cheap customer service exceeds the losses they suffer from alienating customers with miserable support. That might be true, but I still don't think it's a good way to run a company. We'll see what it entails for Uber.