Travel websites worst for online customer service
Travel websites are among the worst for online customer service, according to new research from Transversal.
The travel industry came joint worst along with telecoms, insurance, consumer electronics, grocers and utilities in a survey of 10 sectors.
Although travel websites have improved their ability to respond to holidaymakers’ basic questions in the last year, 60% of questions remain unanswered.
Travel websites that offer email customer service options took an average of 58 hours to respond, which is only eight hours better than corresponding research carried out in 2006.
Transversal monitored 10 leading UK travel companies by phone, web and email as part of its third annual customer service research.
“Despite the enormous growth in the online channel, across all sectors, our research shows that consumers are still suffering from substandard online service”, said Davin Yap, CEO, Transversal.
“While we’ve seen marginal improvements over the three years that we have carried out this analysis, a lack of a cohesive multi-channel strategy means in the majority of cases it is quicker to call than visit a company’s website.
“With the massive investment made in the online channel and its ability to offer unparalleled tailoring and personalisation UK organisations need to start giving the answers online.
“Travel companies wanting to promote last minute deals look set to be held back by the lack of basic information on their websites and by poor response times to customer enquiries.”
By Bev Fearis
Bev
Editor in chief Bev Fearis has been a travel journalist for 25 years. She started her career at Travel Weekly, where she became deputy news editor, before joining Business Traveller as deputy editor and launching the magazine’s website. She has also written travel features, news and expert comment for the Guardian, Observer, Times, Telegraph, Boundless and other consumer titles and was named one of the top 50 UK travel journalists by the Press Gazette.
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 
TAP Air Portugal to operate 29 flights due to strike on December 11
Qatar Airways offers flexible payment options for European travellers
Airlines suspend Madagascar services following unrest and army revolt
Strike action set to cause travel chaos at Brussels airports
Digital Travel Reporter of the Mirror totally seduced by HotelPlanner AI Travel Agent