Travel Trends: Prioritizing Customer Service

2022 has been a turbulent year for consumers, with inflation on consumer goods reaching 9.1%. Travelers have been hit especially hard, with airline ticket prices increasing by 25%. However, despite the surge in prices, after being cooped up by the pandemic, travelers are traveling again. As excited as these refreshed travelers may be, one thing they won’t put up with is a bad customer service experience getting in the way of their adventures. They’re being a lot more careful about who they book with.

• 63% of consumers say that despite inflation, they’re willing to pay more to get better customer service

• 37% will do more research to find the best customer service

A frequent source of frustration for travelers is if they experience any friction when trying to connect with someone on the phone. This includes getting placed on hold, getting transferred, or if their call is never picked up.

• 61% of consumers report that they have hung up after being placed on hold

• 66% will hang up if they just hear a message about long hold times

• 76% of consumers will stop doing business with you after just one bad experience

Now more than ever it's vital to deliver a customer service experience that delights the guests. Since the pandemic, online service has been indispensable. Phone calls are being used less by generations Z and Y, so even more than emails, a faster direct messaging communication channel is critical. The communication must be clear, fast, friendly, and non-robotic. In an online world, responses need to be short and to the point, since the aim is to simplify the process of fielding and answering customer questions.

Good customer service has always been important in the travel and hospitality industry. The security that customers feel from reliable customer service makes all the difference when they are making the purchase decision. This is even more so in a post-pandemic world where information and situations can change quickly, making customers feel more apprehensive about buying a product or closing a deal. Now more than ever, exceptional customer service is crucial in our industry. Delighting travelers with next-level customer service can help them feel safe and encourage brand loyalty.