The travel industry has been transformed by the rise of digital channels. Consumers now turn to the web first when researching and booking flights and holidays, using the reach of the internet to create tailor made itineraries, rather than visiting a high street travel agent. Sites such asTripAdvisor, along with social media, have also introduced a powerful way of sharing opinions about the s...
Like many industries, the internet has radically changed the airline industry. It has altered the role of travel agents and led to an elimination of analogue, paper-based processes as it has moved to a digital-led model. At the same time competition has increased exponentially, with newer airlines with lower cost-bases further disrupting the sector.Avoiding the social media #failConsequently, the ...
With summer approaching (and another bank holiday imminent), getting away from it all is becoming uppermost in many people’s thoughts. And that means turning to the internet, which has radically changed the structure of the travel industry now that the majority of transactions happen online. Whether it is holidaymakers creating their own tailored trip or consumers comparing holiday companies...
Delivering the best service is often about understanding what makes your customers tick – recognising them, knowing their likes/dislikes, what channels they prefer to be contacted by, and even on a basic level whether they prefer to be addressed formally or informally.In theory the huge amount of personal information now freely available online provides companies with the chance to deliver t...
Travel is an industry that has been revolutionised by the internet. Traditional providers such as high street travel agents have had to radically change their business models in order to compete with websites such as Expedia and direct sales from both airlines and accommodation providers such as hotels.At the same time the web has opened up a new channel for customer service, with travellers able ...
With schools having broken up, the summer holiday season is now very much upon us. And with customers now having a bewildering range of destinations and providers to choose from (yak trekking in Mongolia anyone?) and an enormous range of user generated reviews, the pressure is on travel companies to deliver the highest levels of customer service.So, it is interesting to see how travel companies fa...