The leading companies in our survey were Expedia and Marriott International with scores of 7.4. These are followed by Travelocity with 7.2, Cheaptickets.com on 7.1, and three companies on 7.0: Enterprise, Northwest Airlines and Orbitz.

Seven companies rated as ‘excellent’ with scores of 7.0 and above. These sites performed well in all aspects of the evaluation and can be recommended. These sites can display the Customer Respect Seal.

• Expedia
• Marriott International
• Travelocity
• Cheaptickets.com
• Enterprise Rent-A-Car
• Northwest Airlines
• Orbitz

At the other end of the spectrum however, we rated the online offerings of five companies as poor (scoring below 3.0). These organizations need to examine their Web sites in many aspects or they may lose visitors and customers.

Of the seven sites that scored over 7.0, four were Web-Based Resellers, with the Airlines, Car Rental Brands and Hotels/Resorts sectors each contributing one site. On the other hand, four of the five lowest-scoring sites were Cruise Lines. Much of this poor performance was due to the lack of online contact methods for many sites in this sector, as discussed in Sector Comparisons.

The sector leaders were Northwest Airlines (Airlines), Enterprise (Car Rental Brands), Disney Cruise Lines and Seabourn Cruise Line (Cruise Lines), Marriott International (Hotels/Resorts), and Expedia (Web-Based Resellers).

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