Website is key for agents’ future
Agents need to offer websites with reviews, map planners and good customer service if they are going to beat competitors.
eTravel Benchmark, a survey form eDigitalResearch found that a strong online presence is vital to remain competitive.
And customers are looking for security and financial protection as well as relevant information.
Holiday camps and self catering websites fared better than their international counterparts with Haven coming top of websites featured.
Customers found the website easy to use and informative with comprehensive destination guides.
Hoeseasons, Keycamp, Hayes and Jarvis and British Airways also scored highly.
Out of the 54 travel websites benchmarked, hotel chains were the worst performing often failing to provide reviews and leaving email enquiries unanswered.
Budget airlines were also criticised for not allowing customers access to all information.
Derek Eccleston, Head of Research at eDigitalResearch, explains, “The difference between a good travel site and a great site can often make all the difference for potential holiday makers.
“It is vital that travel sites offer customers the option to contact them by email. As online communication continues to grow, especially with the continued dominance of social media, customers expect to be able to contact a brand online.
“To offer a customer the chance to browse and book a holiday online, but not allow them to contact you in the same way will frustrate a lot of your holidaymakers.”
By Diane Evans
Diane
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