Wanted: better travel customer service

Sunday, 21 Dec, 2005 0

So what are the major US airlines doing to improve critical customer service?

No surprise here: upgrading their web services and retraining telephone agents, says HOTELMARKETING.com.

Major online services are doing the same.

And how well are the programs working?

“While there is plenty of anecdotal evidence that the recent preoccupation with customer service has improved the travel experience for some customers, it is probably still too early to declare it a success,” writes the site.

“People are looking for low fares and a Web site that is easy to use, not marketing spin,” said Lorraine Sileo, an analyst at PhoCusWright, which does research on online travel.

The level of disenchantment for online customers using call centers continues to be underestimated by travel companies, says Paul English, a cofounder of the travel site Kayak.com.

Report by David Wilkening



 

profileimage

David



Most Read

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
TRAINING & COMPETITION
Skip to toolbar
Clearing CSS/JS assets' cache... Please wait until this notice disappears...
Updating... Please wait...