Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a global hybrid work setup (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

Traveler Service Associate, Escalations (Offline)


A Traveler Service Associate will handle Expedia’s toughest and most visible service issues. We work every day to ensure our travelers critical concerns are resolved in an efficient and timely manner. The Traveler Service Associates primary responsibility is to handle escalations from sensitive sources such as Executives, Legal , Consumer Organizations, etc. Once an escalation is received, extensive research is done while collaborating with internal teams to reach the best resolution for the traveler. We flag any opportunities to improve processes, system issues, and overall traveler experience. Our mission is to simplify, inspire, empower, and succeed in providing an effortless traveler experience. In this role, you will balance both the needs of the traveler and the business through detailed research, problem-solving, and collaboration.


What you'll do:​

• Take charge of escalations received from various channels

• Represent Expedia Group professionally and positively

• Identify problems, and conduct root cause analysis

• Resolve escalations by using appropriate tools and resources

• Take ownership of escalation and follow up until closure

• Contact travelers, partners, and internal teams via phone and email

• Provide timely updates to the travelers on their issues while working with internal teams as well as partners to resolve them

• Add value to every case by offering alternative resolution when possible- think outside the box

• Highlight opportunities for improvement to ensure Expedia Group's products and services are at optimal performance so each traveler has a positive experience.

• Maintain a high level of commitment to fulfilling key responsibility areas

• Other duties and projects as assigned

Who you are:

• 2+ years of experience in customer service operations

• Traveler-focused and able to work expertly with both travelers and partners

• Maintain a pleasant working environment for your team

• Strong escalation management skills. Ability to assess the traveler and adjust communication style accordingly

• Strong communication skills both in written and spoken

• Ability to work with a sense of urgency

• Ability to identify sensitive scenarios and work with internal teams on adequate responses

• Strong analytical skills and creative problem-solving ability to perform situational analysis and risk mitigation

• Capable of managing face pace situations

• Skilled in fair and impartial discernment

• Organized and thrives in a complex work environment, balancing multiple tasks and priorities

• You understand regular attendance is crucial to maintaining standards and how it positively impacts the overall success of operations

• Can work any shift, 24x7. Willing to work on weekends and public holidays.

• Strong technical skills and computer knowledge, including all Microsoft Office programs, experience with case management software, Amadeus, Sabre, & Worldspan (GDS), and websites is mandatory

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.