Travel websites provide poor customer service

December 5, 2007

According to a new study from a company called Transversal.

I blogged yesterday about declining customer satisfaction figures with online travel agents. Now today there is a press release from Transversal saying that their study has found that travel sites are amongst the worst at providing customer service online and responding to customer emails.

Travel has one of the slowest response times to emails apparently. Not all that surprising to me (as someone who works in the industry). Out of all the sectors, travel provided the worst customer service online for the last two years. 2007 has seen improvement in travel companies abilities to respond to customers questions but apparently 60% still remain unanswered.

60% is a huge figure to remain unanswered. This needs addressing as you are losing customers and cannibalising your own conversion rates by not even responding to customer enquiries. Time to devote some staff to monitoring your incoming email and making sure you respond speedily!

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