SAN FRANCISCO, Jan. 9, 2019 /PRNewswire/ -- There's nothing quite like boarding a flight to white-sand beaches and swaying palms in the heart of winter. And for those yearning for snowy adventures, little compares to gathering around a crackling fire with hot spiced cider after a long day of skiing. With digital travel sales expected to generate more than $200 billion this year, whether you dream of warm water or a winter wonderland, you'll likely be booking your flights online and finalizing hotel details through a chatbot.
According to a recent nation-wide survey of 1,000 adult respondents, the two primary irritants in customer service are being put on hold and being given incorrect information. If you're stuck on hold for longer than 10 minutes or end up with a flight on the wrong date or to the wrong airport, it may be time to consider another travel service. And if you do receive terrible customer service, you will not be alone in choosing a different option next time – 49% of United States consumers say they have never done business with a company again after a poor experience. In fact, 44% percent indicate they'd be willing to pay more to ensure better customer service.
"Contacting customer support agents to deal with a travel planning issue is not something vacationers look forward to. They expect every step of their next adventure, including research and booking the trip, to be exciting, and they have little patience for daunting hold times and faulty customer service bots," said Janelle Dieken of Genesys (www.genesys.com), an expert in customer experience solutions. "Luckily, advancements in technology and evolving communication methods are making it easier for travelers to get the support they need to guarantee their trip is one for the books."
4 tips to put the brakes on poor customer service
Shoveling mounds of snow from your driveway is frustrating, organizing your dream trip should not be. Here are four easy tips to help you get more convenient and personalized travel support.
Many of us travel to relieve stress, so planning a trip shouldn't induce it. Following these tips will help resolve your support issues and pave the way for a peaceful vacation. Happy travels!
ATTENTION MEDIA: Go to the Genesys website Resources page to see a slide deck with highlights from the recent survey into consumer attitudes toward customer service:
Genesys® powers more than 25 billion of the world's best customer experiences each year. Our success comes from seamlessly connecting employees and customers across channels, on-premise and in the cloud. Every day, 11,000 companies in more than 100 countries trust our #1 customer experience platform to drive great business outcomes and lasting relationships. Visit genesys.com.
Director, Public Relations