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...Today, Ctrip holds 54% of China's online travel market by revenue, according to CLSA, versus 10% for challenger eLong, which is majority-owned by Expedia and has followed a more fitful progression - initially offering vacation packages, but temporarily withdrawing them in 2007 to focus on air tickets and hotels. Both players offer nearly identical prices, so customer service is a key point of difference. While Chinese Web users have become more sophisticated about researching prices on the Internet, they still prefer to buy tickets by phone (just 35% of Ctrip's customers buy their air tickets via the website...
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