arrivia’s Post

A detailed guide to customer loyalty in the travel industry — let’s tackle the challenges, the technology needed & best practices you can follow when creating a loyalty program in the travel sector ✈️👇 https://hubs.ly/Q02qTn1w0 #customerloyalty #retention #travelindustry #easyjet #expedia #hilton

High-value travelers prioritize excellent customer service, user-friendly websites, and loyalty programs when booking travel. However, regional preferences differ significantly. In the Americas, loyalty rewards are key, while Asia-Pacific travelers tend to favor instant discounts. To effectively engage global travelers, brands need to offer strong customer support, adapt to regional differences, and provide flexible technology solutions. By doing so, they can enhance customer loyalty and drive growth across diverse markets.

🌴 Post-holiday thoughts on Customer Service 🌴 Hey everyone! I am just back from what was a great holiday, but things took a turn when my return flight on Saturday got cancelled last minute. The airline wasn't much help in getting me rebooked. It got me thinking about customer service. Is it slipping because of the ease of using sites like Skyscanner and Booking.com, or are companies just cutting costs? Should we refocus on keeping customers happy, especially in industries where reliability is key? When you're left high and dry, it's clear we need better service all around. Great customer service means looking at the whole picture—every small interaction counts and can make or break a company's reputation. Airlines (and all businesses) need to find the sweet spot between being efficient and keeping customers satisfied. Setting clear goals, measuring efforts, and constantly incorporating feedback can help ensure that both employees and customers benefit. In the end, excellent service comes from a human touch, even as tech keeps evolving. Why do you think airlines have such poor customer service? (The picture is an example of service on holiday that left me a much more satisfied customer) #CustomerService #AirlineIndustry #ContinuousImprovement #BusinessLeadership

Customer Experience Lessons From My World Travels: "I experienced something worth sharing recently, and we can take at least three lessons from it. I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. I experienced something worth sharing recently, and we can take at least three lessons from it. I booked an international trip for a speaking engagement. On the day of departure, I was dropped off at the airport and went directly to the ticket counter. It would take two flights on two airlines to get to where I was going, so I expected two boarding passes. The agent only gave me one and told me to get the next boarding pass when I landed. I’ve done this many times before and never had trouble getting both boarding passes at the outset. Rather than argue with her, I thanked her, went to the other end of the ticket counter, and talked to a different agent who was happy to ..." Continue reading • Shep Hyken's latest guest post for Human-Centered Change & Innovation here: https://lnkd.in/geXJ86Gj #customerexperience #travel #marketing #customerservice

The Email that I received today has a very catchy line "5 mistakes that are very common among travel industry professionals" and the First One, I have put it in the screenshot! We have come up with a simple solution called "Traveler Briefing." We scheduled a briefing call with our Local Expert, Service Provider, and ourselves 1 to 2 days before the trip, and we've seen a 30% increase in customer satisfaction! ❤️ These briefing calls, whether video or audio, provide a lot of clarity to the travelers, helping to reduce their overall anxiety about the trip. 🤗 Never Feel Alone! Be A Travel Buddy 😍 https://lnkd.in/dMNyaAS4 #travelbuddy #beatravelbuddy #briefing

Translink’s latest customer experience survey for August, which covers when 50¢ fares began on the fifth day of that month, shows bus, train, ferry and tram users in south-east Queensland were all more positive about the cost of their trip, with a total score of 4.68 out of 5. That compares with 3.92 out of 5 the month earlier, and 4.02 in August 2023. Overall, public transport users gave better scores to 16 out of 25 of the questions asked on the survey compared with a year ago. https://lnkd.in/gqTBH-yC

In Dunedin, New Zealand, a new airport policy restricts hugs to just 3 minutes. Seems simple, right? But think about it. A hug is more than just an embrace. It's a goodbye, a welcome, a connection. And now, it’s timed. While the airport says it’s to prevent congestion, travelers find the rule a bit... cold. After all, aren’t the most meaningful moments often found in those extra few seconds of a hug? This got me thinking about customer experience. Are we, as businesses, imposing “time limits” on our customers’ interactions, unknowingly cutting short what could be profound connections? A 3-minute hug might prevent crowding, but it also risks reducing an emotional experience into a mechanical one. Great customer service isn’t about efficiency alone. It’s about connection, empathy, and knowing when to give a little more time. Remember: A hug, a smile, an interaction—sometimes that extra second is what builds loyalty and turns customers into lifelong advocates. Don’t rush the hug. What are you doing in your business to let your customers know they aren’t on the clock?

= Persistence pays off | Customer eXperience =   For several years, whenever searching for 🛫 flights, I have used Kiwi – it’s intuitive, functional, works perfectly on PC and as an app.   Last time it was an early morning flight to Edinburgh via layover in Luton of 1,5 h, and these were 2 different carriers, and tickets. So, I opted for Kiwi's product called *️⃣ Disruption Protection, in this case it was something around 25 EUR p/ticket.   The day of the trip arrived and I’ve learned the first flight was ⌛ delayed by 1 h, meaning low chance of making it on-time for the second one at Luton.   I've contacted Kiwi, got the offer to take the first flight and then, if missing the second, to contact again from Luton.   We were traveling 3 of us, and, of course, while we passed the passport 🛂 control at Luton, the gate for next flight was already ⛔ closed, hence I called Kiwi helpline again, we discussed the options - there was a flight after lunch, with price of ~280 EUR. As this was above the limit of Disruption Protection, I was offered to book it with a surcharge of 85 EUR. Of course I agreed, as had no desire to stay at the airport ♾️ forever.   Later, while waiting for PNR code in the app to check-in, it appeared there were not enough seats on that flight, hence an 🔄 alternative was found, which I saw was priced ~240 EUR. This time it was a success and late in the eve we finally 🛬 reached Edinburgh.   Upon return back home from the trip, I remembered this small price difference (~40 EUR) and contacted Kiwi for the reimbursement. First reply was that it was non-refundable.   I replied back, polite as always, but precise and to the point, adding some numbers. Again – it was non-refundable with some 🔣 arguments that were out of scope.   So I asked for booking confirmations or the invoices to check the details, and if true, I would concede. Got the reply it was impossible to provide such information 😊   This really triggered me to mention both Kiwi.com CEO and CX Director that I will contact, which I did – politely excusing myself for such small-level case, asking to check the level of transparency of their help agents.   And magic did happen – after several days I’ve been 📥 contacted by Kiwi, providing detailed analysis and explanation of my case, and a reimbursement of even greater 💶 amount I expected. On top of that – a 💳 voucher for a future booking!   The moral is simple: ✅ Be persistent! ✅ Be polite! ✅ Stick to the point! ✅ Be persistent yet again! ✅ ...use Kiwi for flight booking   Nobody asked me to promote them, but if you use this code https://lnkd.in/d8mpcNJQ you’ll get 10 EUR discount. ❗ NB Shout out to Eliska Reznicek Dockalova, who excused for this situation, although SHE WAS NOT ANYMORE WORKING for Kiwi! That shows the customer-centric 🆙 culture they have built there!!! #kiwi #customerexperienceflights

It’s 2024, and everything is changing, even the travel industry. People around the world are becoming more and more aware, further making customer satisfaction is paramount, for companies. And, in the given influx of both accessibility and affordability, it is becoming increasingly important for travel companies to meet the customers’ demands efficiently. That's where backend operations support plays a critical role. And, at ProcessVenue we are doing just that- Here’s a look at the key benefits- Improved Customer Satisfaction: Quick, effective responses to traveller needs. Enhanced Revenues: Leverage cross-selling and up-selling opportunities. 24/7 Responsiveness: Catering to the demanding requirements of customers around the clock. Consistency Across Channels: Streamlined and standardized service delivery. Our approach ensures a more organized, efficient, and customer-focused business model. DM us today, and book your trial offer. #linkedin #processvenue #bidding #quotes #travelindustry #travel

🥳 ‘Tis the season for booking trips and making holiday plans! But, that also means it’s the most chaotic season for travel businesses 😓 How can you lighten the load and increase customer retention as a travel agency or company? Swipe to discover 5 tips to strengthen customer loyalty throughout the hectic holiday season and even after. Take a step further to boost your business by reading our travel industry guide! There, you’ll find: • Key statistics on customer service in the travel industry • Most common customer service inquiries in the industry • A breakdown of the travel customer’s journey and where CS comes in • Exactly how you can build a responsive CS team for your travel business • Practical strategies to strengthen customer loyalty and retention through quality CS 📚 Read the full travel industry guide: https://lnkd.in/dsmmxDxU #TravelIndustry #TravelGuide #CustomerService #CustomerSupport #CustomerExperience #CustomerSuccess #CustomerSatisfaction #BusinessTips #eCommerce #LTVplus