Satisfaction still not being provided in online travel

February 21, 2008

I’ve blogged a couple of times recently (here and here) about declining levels of customer satisfaction with online travel websites. Now another survey reports their declining further.

Detail is here at but in a nutshell this seems to suggest that the old model of ‘booking engine only’ websites is losing favour as users want a richer, more immersive and customer focused experience rather than simply a one size fits all approach to buying travel online.

The online travel industry has dropped 1.3% as a whole, Expedia lost 3.8% and now scores 75 (the highest).

The next generation of travel websites can’t be far away, hopefully the advances in technology will allow customer satisfaction to be dramatically improved through the use of advanced usability techniques, customer profiling and tools which enable rather than just sell, sell, sell.


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