Pros
Expedia focuses the majority of their energy on fostering a positive work environment. They know they are a call center and that call centers can get very boring and repetitive, so they work hard at keeping everyone in good spirits and they try their best to make it a fun work day. The supervisors are the true Rock Stars. Expedia brings in vendors from all across North America (Primarily Mexico and Orlando) to teach the employees about their specific resorts and these vendors will typically give away free trips, which is nice. They treat their entry level employees with respect and they understand that without the soldiers on the phones the company wouldn't be able to operate. They do offer the best benefit package than I have seen anywhere else. Very affordable health insurance across the board as well as things like fitness reimbursement, travel reimbursement, discounts at local and national businesses, and others. The fringe benefits of working in the travel industry are second to none. Discounted hotel rates for family and friends, and great discounts for yourself.
Cons
Communication channels from upper management to middle management and then middle to the employees is essentially non existent. While I was working there they underwent massive changes in their pay structure (making it harder to hit commission and then getting paid less when you do hit) and to their call process. These are massive changes and completely changes the atmosphere of the work place. The floor didn't receive these changes very well because they after a 3-4 week training on the old process, they tried to run you through a 4-5 hour crash course on the new process and expected you to completely change the way you talk to the customers. Due to these changes many of their top performing tenured agents left for other jobs. They do say they only promote within which might be true at other locations, but it was not evident at the Springfield location.