Despegar
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit
Average rating is 4.18/5 across 3,750 reviews. 71% are 5-star ratings. 17% are 1-2 stars, showing polarization.
Customer Rating Score: 33.5/40
Only 5% mention support. 18% praise it, 18% criticize it. Most support references are neutral.
Customer Support Sentiment Score: 19.3/40
81% are promoters actively recommending Despegar. 9% are detractors discouraging use. Strong advocacy among satisfied users.
Recommendation Intent Score: 16.2/20
Usability, Value
Strengths
Ease of use consistently praised. Competitive pricing drives satisfaction. Speed and travel variety build confidence.
Checkout Bugs
Opportunities
App crashes during checkout. Price changes between search and payment. Coupon activation frequently fails.
Billing/Support Failures
Critical Issues
Charged amounts exceed displayed prices. Refund processes leave users stranded. Support unresponsive during disputes.
Promoter
La verdad, que muy sencillo de usar, compare muchos precios en otros lugares y aquí era el mejor. Y los descuentos eran de verdad aunque pequeños pero cualquier descuento es bienvenido. Muy buena la app
Neutral
No se pudieron activar los cupones prometidos, en los canales de comunicación no dieron respuestas
Detractor
No recomiendo usar esta app porque cobran un monto diferente al publicado. Compre 2 pasajes a pasto Colombia y el precio publicado era de 610.000 pesos colombianos y ellos me cobraron 2.100.000 y no me regresaron el dinero que me cobraron de más, mi esposa tuvo una experiencia similar y tampoco le regresaron el dinero. Son unos estafadores
Stage 1
Implement 15-minute price lock after search. Prevents checkout price changes. Rebuilds trust in displayed pricing.
Create refund status dashboard. Show case progress and resolution time. Provide clear escalation path.
Trial Clarity's AI Agents for coupon and app error inquiries. Deflect simple technical questions. Reduce support load.
Stage 2
Launch proactive flight change alerts. Offer self-service rebooking. Reduce surprise cancellations.
Build advocacy program with satisfied users. Amplify pricing and ease-of-use messaging. Leverage promoter enthusiasm.
Deploy Clarity's AI Agents in Spanish and Portuguese. Provide 24/7 cancellation and refund support. Handle booking modifications.
Stage 3
Launch proactive flight change alerts. Offer self-service rebooking. Reduce surprise cancellations.
Build advocacy program with satisfied users. Amplify pricing and ease-of-use messaging. Leverage promoter enthusiasm.
Scale Clarity's AI Agents with VoC analytics. Surface emerging pain points automatically. Feed insights to product teams.
Bring all your feedback into one place—so product, support, customer experience and leadership work from the same source of truth.
