travel

Can customer service cope with travel chaos?

Published on: January 13, 2014
Author: Lloyd Buxton - Business Development

Recent poor weather on both sides of the Atlantic has caused widespread disruption, with flooding in the UK and subzero temperatures in the US continuing to make the front pages. Many people have been forced to leave their homes or had to live without heating or power.The weather has also had a major impact on travel, with trains cancelled and flights delayed or re-routed. Back in early December, ...

Ryanair and the customer experience

Published on: November 01, 2013
Author: Eptica

Poor customer service from airlines is frequently in the press. Take the infamous ‘United breaks guitars’ incident back in 2008 or the more recent case when Hasan Syed, a BA passenger, invested in sponsored tweets to show his anger at his father having his luggage lost. EasyJet also fell foul of the Twittersphere earlier this year when it initially refused to allow a passenger who&rsqu...

UK travel sector demonstrates disconnect between web and email customer service

Published on: July 05, 2013
Author: Epticablog

The internet has transformed the travel sector, as holidaymakers can now book the separate components of their break online, rather than having to go through high street travel agencies. But in such a competitive market, customer service and fast responses to consumer enquiries across multiple channels are vital if travel companies are going to thrive.However research carried out as part of the Ep...

We’re all going on a summer holiday

Published on: March 08, 2013
Author: Epticablog

With the English weather remaining drab and grey and Easter coming up, many people are looking to book their summer holidays. But how they do it has changed dramatically over the last ten years due to the internet. The traditional trip to the High Street travel agent has been replaced by the web, which provides virtually unlimited choice of countries, flights, destinations and places to stay.Accor...

Let the train take the strain

Published on: January 11, 2013
Author: Epticablog

Train operators are often the target of complaints of poor customer service. Indeed, the Eptica Social Customer Service Study found that 14% of those in the South East had taken to social media to criticise train companies. Add in recent, above inflation, fare rises and record numbers of passengers leading to overcrowding on some routes and you can see why many commuters are unhappy with the servi...

Customer service vs data privacy

Published on: July 11, 2012
Author: Epticablog

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...

Bridging the travel industry customer service gap

Published on: June 22, 2012
Author: Epticablog

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 ...

Eptica and AirGate Solutions form strategic alliance

Published on: February 28, 2012
Author: Epticablog

Eptica today announced a major new global partnership with AirGate Solutions to help companies in the travel sector improve the passenger experience.AirGate Solutions works with airlines and airports to develop customer engagement strategies that go beyond traditional programs, enabling them to engage with customers and change the passenger experience for the better. AirGate Solutions will add Ept...

Major award recognises AirAsia’s customer service innovation

Published on: January 20, 2012
Author: Epticablog

Travel is a sector that has undergone major change in the last decade, with a combination of the internet and low cost airlines dramatically increasing competition and ensuring that companies have to focus on customer service to survive.In this tough climate, AirAsia is the perfect example of a company that is growing fast by understanding and responding to customer needs. By deploying Eptica Self...

AirAsia mobile customer service app is a best seller

Published on: October 27, 2011
Author: Epticablog

The increasing use of mobile phones for a wide range of activities beyond voice calls is being extensively written about at the moment. A report from the Interactive Media in Retail Group (IMRG) and Cap Gemini, for example, has found that the proportion of mobile based online shopping in the UK has jumped by more than 800 per cent over the past year. Over the same period in the US the mobile ...

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