Here is some advice for the customer service challenged.
Travel and self service should be made for each other.
In most cases they are. However there is a significant disconnect of what to do when a user reaches a problem/issue that he cannot resolve himself.
A debate here on Tnooz in October 2009 saw all manner of opinions flying in about the merits – or not – of placing content above the imaginary fold-line on a website.
But it is probably worth applying the same scrutiny to search engines.
Until reasonably recently, firing in the search term “hotel new york” on Google, for example, would see organic results taking up the vast majority of top half of the page, displayed alongside paid-for AdWords in a narrow right-hand navigation bar.
Web design and online user experience moves at a phenomenal pace – and so it should, lest brands rest on their laurels and fail to keep up with the zeitgeist.
Opinions differ depending on the type of site, especially in travel, where some are focused primarily on booking generation or inspiration.
Thinking specifically about the homepage with the red line indicating the page fold, ponder the travel examples below…
Virgin Atlantic has been quietly exposing elements of a new website to consumers over the past few weeks and is now ready to throw open the doors to customers around the world.
The airline’s core market in the UK will be the first to see a spruced-up homepage ahead of other new features being added on a regular basis over the coming months.
Users of its country sites elsewhere will notice a switch shortly, say staff working on the project.
Big Data – we’re all talking about it, wondering how it will make its presence felt across the travel industry, who is best positioned to capitalise on it?
RFID, augmented reality, smart search, technology beyond social media and check-ins – more disruption is on its way in the travel industry.
Metasearch, voice search, agency search, supplier search – how consumers find and book travel products has never been more complicated.
Payment experts from Wright Express, Expedia and HotelTonight showcase and discuss how single-use virtual accounts can help drive efficiencies in the payment and settlement process in travel.