Five things that need to be fixed in travel now More than 17% of respondents to a new survey said they’d stopped doing business with a travel company in 2016 because of poor customer service, a 45% increase from last year. If it continues, the industry will soon overtake the telecom and cable industry as a leader in bad customer service. Source: Hotel Marketing Five things that need to be fixed in travel now
Airlines’ engagement with customers on social media is now critical to success From updates on crises, to feedback about inflight service, social media has now become the most important and fastest way for airlines to connect with their customers, as well as for customers to get real-time information regarding their flights. Source: Hotel Marketing Airlines’ engagement with customers on social media is now critical to success
TripAdvisor product chief says transition to booking site isn’t easy Next year will be a make or break year for TripAdvisor Instant Booking. Either the economics work out and consumers start treating TripAdvisor as a booking site or the company will have to pivot. Source: Hotel Marketing TripAdvisor product chief says transition to booking site isn’t easy
Ctrip extends global reach with .7 billion Skyscanner acquisition Ctrip.com will buy air-ticketing specialist Skyscanner for about $1.7 billion, as China’s biggest online travel company explores ways to expand beyond a home market it already dominates. Source: Hotel Marketing Ctrip extends global reach with .7 billion Skyscanner acquisition