Travel industry fails to impress Instagram generation
Seven-in-10 UK holidaymakers believe the travel industry provides a good experience for its customers, but young people and those over 55 are less satisfied with the service provided by their travel agent.
Research by review company Feefo found that only 54% of 16 to 24 years olds had a positive experience booking their holiday and the 25 to 34 year olds and the over 55s were the age groups least likely to agree that the industry delivers a good service.
Overall, the research found most consumers were positive about customer experience in the travel industry, but 30% were either unhappy or unimpressed with what they’d paid for.
"There are still serious customer experience gaps in the travel industry, even though the research is broadly positive," said Feefo CEO Matt West. "As our highly-respected contributors make clear, consumers in today’s experience economy value consistent quality and uniqueness over mundane factors such as price.
"The relatively low level of satisfaction in the 16-24 age group, for example, indicates how too often, younger travellers don’t find the unusual or spectacular ‘Instragrammable’ experiences they demand. Or it may be the full integration of technology which they take for granted, was not available.
"Successful operators know they must use cutting-edge customer insight tools to understand demand and keep ahead of changes in sentiment or taste."
The research, which involved 500 consumers, found that 67% of holidaymakers would book again with the same company, with 75% of women saying they would do so compared with 60% of men.
Middle-aged consumers are the most satisfied, according to the survey, with 77% saying they would return to the same provider, compared with 64% of people aged 25 to 34.
Linsey McNeill
Editor Linsey McNeill has been writing about travel for more than three decades. Bylines include The Times, Telegraph, Observer, Guardian and Which? plus the South China Morning Post. She also shares insider tips on thetraveljournalist.co.uk
Vegas’s Billion-Dollar Secrets – What They Don’t Want Tourists to Know
Visit Florida’s New CEO Bryan Griffin Shares His Vision for State Tourism with Graham
Chicago’s Tourism Renaissance: Graham Interviews Kristin Reynolds of Choose Chicago
Graham Talks with Cassandra McCauley of MMGY NextFactor About the Latest Industry Research
Destination International’s Andreas Weissenborn: Research, Advocacy, and Destination Impact
Graham and Don Welsh Discuss the Success of Destinations International’s Annual Conference
Graham and CEO Andre Kiwitz on Ventura Travel’s UK Move and Recruitment for the Role
Brett Laiken and Graham Discuss Florida’s Tourism Momentum and Global Appeal
Graham and Elliot Ferguson on Positioning DC as a Cultural and Inclusive Global Destination
Graham Talks to Fraser Last About His England-to-Ireland Trek for Mental Health Awareness
Kathy Nelson Tells Graham About the Honour of Hosting the World Cup and Kansas City’s Future
Graham McKenzie on Sir Richie Richardson’s Dual Passion for Golf and His Homeland, Antigua
ADS PRO 
Airbnb eyes a loyalty program but details remain under wraps
Qatar Airways offers flexible payment options for European travellers
Airlines suspend Madagascar services following unrest and army revolt
Air Mauritius reduces frequencies to Europe and Asia for the holiday season
Major rail disruptions around and in Berlin until early 2026