Survey: Travelers expect more personalized service from agents
December 18, 2009 |
Future travel customers will be more informed, savvy and discerning about resources and destinations than ever before, Amadeus says in a new survey of travel professionals. These customers will have higher expectations and be more demanding in terms of service, according to the survey.
Experts surveyed by Amadeus say consistency between promise and delivery and the quality of user experience are vital to building brand loyalty online or offline. Effective promotion and customer word-of-mouth reports are also considered vital to achieving the goal.
Amadeus polled 30 executives and travel-industry leaders, plus 2,719 travel professionals to pinpoint trends accelerated by the economic downturn. The findings are revealed and explained in The Amateur-Expert Traveler.
Those polled say access to user reviews and other information on the Internet means travelers will expect more personalized service from travel agencies. And, with more information at their fingertips, customers will become more adventurous with destinations.
Get the full story at Travel Agent Central
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