9.6 C
New Delhi
Saturday, January 23, 2021

Travel intermediaries need to increase transparency to restore consumer confidence: GlobalData

Related

Hotelbeds and HotelRunner Extend Partnership

HotelRunner’s accommodation partners will benefit from access to the more than 60,000 high value travel trade buyers - including retail travel agents,...

IATTE Expands Its Reach, Launches 10 New State Chapters

Continuing to mark its presence among the Indian Tourism Industry, The Indian Association of Travel & Tourism Experts (IATTE), a one...

Mandatory COVID-19 Tests Upon Arrival For All Travellers To Singapore.

Singapore’s Ministry of Health has made it mandatory for all travellers including Singaporeans and permanent residents to take COVID-19 (PCR) test...

TAAI Seeks Setting of Protocols and Vaccination Certificates for Travellers.

Travel Agents Association of India (TAAI), has appealed to Minister of Civil Aviation, Mr Hardeep Singh Puri and Minister of Tourism,...

Transparency will be the key to provide service to the future tourists. During this COVID-19 pandemic, many aspects of future travels have been labelled as ‘uncertain’. Intermediaries offering more information and clearer policies will indisputably be at an advantage in terms of restoring consumer confidence, says GlobalData, a leading data and analytics company.

Issues surrounding refunds, booking policies and the management of workforce have all come to the forefront – agents or operators that are not clear on all these subjects have faced public scrutiny.

Johanna Bonhill-Smith, Travel & Tourism Analyst at GlobalData, says: “This is a challenging time for all the operators and agents. In order to service future demand and ensure consumer satisfaction, intermediaries will need to be flexible and transparent regarding their future planning. Presently, the future of travel remains uncertain. A group of negative customer experiences during the pandemic now holds the potential to cause long-term damage to a brand’s credibility.

“The majority of operators and agents have had to adjust the booking policies to offer more flexible alternatives to cope with mass refunds – some of these adjustments may be implemented permanently as a change in consumer demand means that travelers require more flexibility going forward. A company that maintains a flexible booking policy will undoubtedly be at an advantage over one who changes this as travel demand starts to return.”

TUI was criticized for lack of available information and time consuming refund policies – the company only introduced a self-service cash refund tool on 21 May 2020. After dealing with a mountain of refund requests (over 900,000 customers were impacted by COVID-19 at this point), a tool such as this should have already been in place.

More information may be considered a selling point. Travelers are likely to have more of an interest around how an intermediary they are using is dealing with the impacts of COVID-19. Before this pandemic, information regarding beaches, restaurants and shops will have been desired; post COVID-19, additional information regarding health and safety, screening protocols and quarantine procedures will be more important.

Bonhill-Smith concludes: “Time spent browsing social media has significantly increased during the pandemic, 41% of global travelers are doing this more now compared to pre-COVID-19. This means that tourists are more connected than ever before and a bad reputation or review can spread rapidly. Hence, effective online reputational management is critical to keep brand credibility intact.”

- Advertisement -

More articles

Leave a Reply

Latest article

ATOAI Announce the Newly Elected Office Bearers and Executive Committee

Adventure Tour Operators Association of India (ATOAI), held it's Annual General Meeting and Elections on 20th January, via video conferencing and formed...

Hotelbeds and HotelRunner Extend Partnership

HotelRunner’s accommodation partners will benefit from access to the more than 60,000 high value travel trade buyers - including retail travel agents,...

Singapore Airlines To Pilot One-Stop Online Solution For Covid-19 Pre-Departure Testing

Singapore Airlines (SIA) customers will be able to book their pre-departure Covid-19   polymerase chain reaction (PCR) and serology tests and...

IATTE Expands Its Reach, Launches 10 New State Chapters

Continuing to mark its presence among the Indian Tourism Industry, The Indian Association of Travel & Tourism Experts (IATTE), a one...

Norwegian Air’s Exit From Long-Haul Routes Emphasizes Flaws In Business Model

Norwegian Air recently departing the long-haul game calls into question the business model’s viability going forward, as the airline’s high-cost base...

Subscribe To Our Newsletter

Join our mailing list to receive the latest news and updates from our team.

You have Successfully Subscribed!