Customer Service, Travel and Travelocity
Recently, to my great surprise, over a year later, I received an apology and some customer appreciation miles because I wouldn’t stop complaining over what I thought was gross lack of customer service on the part of an airline. It made me so mad that nobody would answer my complaints that I just kept complaining. Finally, someone listened. That was all I really wanted, for someone to say “we screwed up and we’re sorry.”
Travelocity did a recent survey of travel satisfaction and is working on new ways to guarantee you don’t show up at the airport for a flight that has been delayed or cancelled, that your hotel room or rental car really IS waiting for you when you show up, etc.
From The New York Times: you can read the entire article by clicking here.
By MICHELLE HIGGINS
Published: June 1, 2008
FRUSTRATION with the fluctuation in the cost of airline tickets. Disappointment with airline reward programs. Annoyance with airport security searches and long checkpoint lines. Dropped hotel bookings.
These traveler complaints among others dominated the discussion of a focus group last month at the New York office of Travelocity, the online travel agency. Customers were invited to a bright conference room to vent, gripe and complain. As they spoke, Travelocity’s chief executive, Michelle Peluso, fastidiously took notes, regardless of whether the problem was the fault of the company or simply a consequence of the chaotic state of air travel today.
When an issue arose that the company, which is based in Southlake, Tex., could have mitigated — like the flight departure alert that came early, leading the designer to believe his flight left without him, or the bank manager who booked a room in the adults-only section of his resort only to end up, as he put it, in “the kindergarten area” — Ms. Peluso deftly defused any possible tension with a quick apology, an acknowledgment of the inconvenience caused (“That shouldn’t have happened in the first place”) and a promise to do better.
Partly to garner loyalty with their customers, but also to make sure the struggling airlines don’t drag them down with their mess, various players have been working on ways to pick up the slack in customer service.
The New York meeting, which brought eight of Travelocity’s frequent customers together over wine and cheese, was part of a larger effort by the company to get input from travelers on what the overall industry needs to do to improve the travel experience. Throughout the first week in May, Ms. Peluso and other Travelocity executives also visited call centers to listen in on calls and address customer needs.
When something goes wrong in your travel experiences, write a letter (or an e-mail) and tell them what went wrong and how it should have gone. Expect to be treated with respect. You paid for a service – you should get what you paid for. Be a squeaky wheel.
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I had no idea that Travelocity was based in Texas! (I wonder if they give discounts to Texans? LOL!)
I’ve got an award for you! Visit me and “pick it up”! 😀