International travel has been gaining momentum since global restrictions driven by the pandemic stopped it in its tracks in early 2020. A steady rise in passengers is set to continue this year and match the levels recorded in 2019. However, with increased capacity, geopolitical tensions mounting, and extreme weather events growing more common, comes the heightened probability of disruption.
Travel providers should provide first-class experiences as expectations are soaring in the post-pandemic world. Customer experience (CX) has changed, and travellers now expect seamless interaction experiences from travel providers. So, what comes next and how do you meet and exceed customer expectations?
Meeting travellers on their channel of choice
Whether they’re reporting missing luggage, querying a hotel booking, or switching flights, you have to meet the customer on their terms. Where a query is complex and highly emotive, voice is the go-to channel of contact. When a flight or hotel booking is cancelled, customers will want to speak to a human agent who can empathise and advocate for their needs. For other, less urgent, enquiries you have a broad range of alternatives. Social media, such as WhatsApp, Facebook, and X, are common entry points for customers seeking quick and easy support.
When it comes to solving the most routine enquiries, AI-powered chatbots are an efficient option. Supported by customer data and organisation-specific knowledge articles, these chatbots can answer a wide range of specific questions, such as ‘What is my luggage allowance?’ or, ‘What time can I check in?’ Giving customers the option of AI-powered self-service reduces pressure on other communication mechanisms, allowing your human agents to focus on the more complex and emotive questions.
Staying ahead with regular updates
Effective proactive communication reduces incoming contacts and the reason why is simple. If a customer’s queries have already been answered, they won’t need to call you up, seeking answers. Updates and reminders related to a particular booking will keep your customers from contacting you in confusion. In the event of a disaster, outlining the next steps can also be helpful. If a flight is cancelled, plan for the next likely action and provide your customers with a link to rebook. Automatically apply relevant compensation to their next booking. Resolve the customer’s issue, without them going through the contact centre.
Despite the best efforts of travel providers, not everything can always go to plan. Getting on the front foot with customers by proactively offering solutions to their challenges is the short route to fast and effective problem resolution and happy customers.
Personalised updates and insights
Every trip is different. Customers need updates that are relevant to them, and requirements will differ by destination. Different countries have individual visa or documentation requirements and should come with tailored travel advice. The factors in play are also constantly changing. You need to provide your customers with up-to-date personalised information. Whether that’s the location of a reliable car hire firm or the timings of airport transfers; in supporting customers, you also create valuable up-sell opportunities.
Equally important is the volume of communication. Customers get sick of irrelevant, generic updates. Providers must ensure that they’re adding value and support with each communication tailored to the customer’s needs or interests. Any updates have to come over the customer’s preferred channel of contact for the situation, whether that’s via email, SMS, voice, or WhatsApp.
Going above and beyond
The global travel market is set to grow to $15.5 trillion by 2033, and new and established providers are looking to cut a slice of the booming market. These competitive conditions mean that travellers are more likely to switch to a different provider, particularly if they aren’t happy with the service they currently receive. Travel operators should use this summer to hone their CX strategies, building on effective omni-channel capabilities and using data-driven insights to meet and anticipate the needs of the modern traveller.
