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UNAUDITED CONSOLIDATED STATEMENTS OF OPERATIONS - USD ($) shares in Thousands, $ in Millions | 3 Months Ended | 9 Months Ended
--- | --- | ---
Sep. 30, 2021 | Sep. 30, 2020 | Sep. 30, 2021 | Sep. 30, 2020
Total revenues | $ 4,676 | $ 2,640 | $ 7,977 | $ 5,558
Operating expenses: |  |  |  |
Marketing expenses | 1,378 | 731 | 2,827 | 1,793
Sales and other expenses | 302 | 129 | 620 | 637
Personnel, including stock-based compensation of $85, $80, $284 and $163, respectively | 591 | 517 | 1,829 | 1,453
General and administrative | 179 | 148 | 432 | 453
Information technology | 109 | 71 | 289 | 219
Depreciation and amortization | 102 | 115 | 323 | 344
Restructuring and other exit costs | 0 | 41 | 9 | 75
Impairment of goodwill | 0 | 573 | 0 | 1,062
Total operating expenses | 2,661 | 2,325 | 6,329 | 6,036
Operating income (loss) | 2,015 | 315 | 1,648 | (478)
Interest expense | (80) | (98) | (259) | (258)
Other income (expense), net | (967) | 618 | (740) | 1,058
Income before income taxes | 968 | 835 | 649 | 322
Income tax expense | 199 | 34 | 102 | 98
Net income | $ 769 | $ 801 | $ 547 | $ 224
Net income applicable to common stockholders per basic common share (in dollars per share) | $ 18.73 | $ 19.56 | $ 13.33 | $ 5.46
Weighted-average number of basic common shares outstanding (in shares) | 41,068 | 40,935 | 41,032 | 40,983
Net income applicable to common stockholders per diluted common share (in dollars per share) | $ 18.60 | $ 19.49 | $ 13.22 | $ 5.44
Weighted-average number of diluted common shares outstanding (in shares) | 41,342 | 41,081 | 41,359 | 41,142
Agency revenues |  |  |  |
Total revenues | $ 2,867 | $ 1,723 | $ 4,912 | $ 3,504
Merchant revenues |  |  |  |
Total revenues | 1,622 | 837 | 2,656 | 1,741
Advertising and other revenues |  |  |  |
Total revenues | $ 187 | $ 80 | $ 409 | $ 313

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- Definition "Sales and other expenses" are generally variable in nature and consist primarily of: (1) credit cards and other payment processing fees associated with merchant transactions; (2) fees paid to third parties that provide call center, website content translations and other services; (3) provisions for customer chargebacks associated with merchant transactions; (4) customer relations costs; (5) provisions for credit losses and bad debt, primarily related to agency accommodation commission receivables; and (6) insurance claim costs. + References No definition available. + Details
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