3 Tips To Improve Customer Experiences In Travel & Tourism


Providing world-class customer experiences is a hot topic in the travel & tourism industry. The industry is no stranger to the importance of top notch customer service. With increasing competition and much transparency in the age of online reviews and social media, generating positive and memorable customer experiences is more important than ever. We’ve looked at 3 different ways travel and tourism brands can improve the customer experience. 

#1. Your Customers Aren’t Waiting Around: Act Fast

Travel and tourism has fundamentally changed in the information age. Websites, blogs and social media give us lightning-fast information to help inspire us as well as help us plan out the nitty gritty of our travel experiences. This also means that when customers are looking for information from your brand, they’re needing that information as soon as possible.


If your brand isn’t able to answer a customer query in time they are likely to also have messaged your competitor. Aim for a response time of less than 1 hour for social media queries.

Easy to use software also lets you add LiveChat to your website which can also increase the easy and speed of your team’s responses - see https://www.tawk.to and https://purechat.com/

#2. Foster a Feedback-Friendly Organization

It’s all about feedback. Feedback is crucial to improving your brand’s customer experience.

Good feedback fuels your brands good reputation, and bad feedback is an opportunity for positive change in your organization.
Collecting Feedback

Collecting feedback can be a challenge, but brands who recognize the importance of a feedback program gain the benefits. The best way to capture feedback from customers is to ask for it in the same way they interacted with you. For example, after a meal at a restaurant, feedback should be asked in person in the form of quick exit surveys, as opposed to an email later on. If an activity is booked online, then online feedback in the form of a post-activity survey is most effective.

Customer Thermometer put together this handy infographic of 20 fast facts to help improve feedback collection. Like how the average person is distracted after just 8 seconds. 


Listening To Feedback

Monitoring feedback is challenging and needs to be organization-wide. Leaders should foster an open culture of sharing customer feedback and systems should be in place so that any feedback is seen and responded to appropriately. 

Acting On Feedback

The final step of the feedback loop is acting on feedback that is received. Staff should be empowered to make customer-centric decisions on the frontline, and customer feedback should be regularly addressed in management and staff meetings as a minimum.

#3. Personalize The Customer Experience To Make It Memorable

As travellers expect advances in technology to make their travel experiences more pleasant, travel brands have a huge opportunity to leverage technology to improve the customer experience. This first starts with knowing the customer and their preferences.

An example is Virgin hotels, who launched a preference program called “The Know”. Guests fill in a simple questionnaire where they can choose what they’d like in their mini bar, discuss allergies and other medical needs, as well as select a welcome beverage.

Are you looking to delight customers and improve the way your organization approaches the customer experience? Check out JSF Travel & Tourism's Rethinking Customer Experience program

JSF Travel & Tourism School, 01 June 2018

Download a JSF Travel & Tourism Upcoming Programs Brochure


More on the blog

The travel and tourism industry is full of technology change-makers and innovators. The industry has seen incredible growth over the past decade, in part, thanks to new technologies that allow organizations to increase efficiency and surpass expectations.
25 May 2018
Read More
Travelling by air is one of our favourite ways to travel - and the accessibility and affordability of flights has made the world smaller than ever before. Download the infographic today!
22 May 2018
Read More
In 2018, it’s expected that 27.2 million passengers will be taking a cruise. That number has been steadily increasing for a decade. The cruise industry is responding to demand with increased ships, refurbishments of existing vessels and new, exciting destinations. Today we'll take an in-depth look at the cruise industry and what we can expect in the future.
25 April 2018
Read More