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The post Poor customer service is impacting travel sector’s reputation – research appeared first on TD (Travel Daily Media) Travel Daily.

The travel sector has the second worst reputation for customer service, new research has found.

As part of its new Make Every Conversation Count report, FM Outsource asked 1,000 people about their experiences with and attitudes towards customer service in 10 business sectors including utilities, travel, banking, insurance, hospitality, logistics, fashion retail and grocery retail.

Respondents were asked to rate each sector’s reputation when it comes to customer service, taking into account the experiences of other people they know and those they’ve read in online reviews, as well as their own.

The research found that the travel sector was one of the most likely to be rated poor or extremely poor (29% vs average of 20%), second only to the utilities sector (32%). On the other hand, grocery and banking were the most likely to be rated good or very good (45% and 43% respectively, vs average of 38%).

Respondents were also asked to rate the quality of customer service delivery from good to poor based on their experience.

The travel sector was again one of the most likely to be rated poor or extremely poor (21% vs average of 17%), whereas banking and grocery were most likely to be rated as good or very good (49% and 50% respectively, vs average of 42%).

The report has found that these negative customer service interactions are having a detrimental effect on a brand as 86% of consumers agreed it has had a negative impact on their relationships with a business. Notably, nearly a third (31%) of consumers have told friends or family to avoid a brand following a negative customer service interaction, and 26% have left a critical review online.

At the same time, the research also revealed that the vast majority (80%) of consumers believe that poor delivery of customer service reveals a brand’s general lack of care towards its customers. Only 11% said that it is unrelated.

Martin Brown, CCO at FM Outsource, said: “Our findings show that, as far as consumers are concerned, the travel sector currently offers one of the lowest standards of customer service and therefore has one of the worst reputations.

“Airlines in particular are currently undergoing a very challenging time following the effects of the pandemic, with thousands of customers awaiting refunds and compensation for cancelled or rescheduled flights.

“Travel should be an enjoyable experience for all and frustratingly this year the experience has been very stressful for many customers, largely due to the way customer service teams have handled the disruptions. The value of a smooth, efficient customer service function at times like these cannot be underestimated. While customers may be unhappy about changes to their travel plans, the relationship with those customers can be protected with the help of a professional, highly trained customer service team.”

The post Poor customer service is impacting travel sector’s reputation – research appeared first on Travel Daily.

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The post Sustainability in the mountains appeared first on TD (Travel Daily Media) Travel Daily.

Recent research unveiled by Booking.com in its Sustainable Travel Report 2022 found that 81% of travellers confirm that sustainable travel is important to them, with 50% saying that recent news about climate change has influenced them to make more sustainable travel choices.

With this in mind, here’s what three of the USA’s best ski resorts are doing to combat climate change and ensure the natural environment continues to flourish for future generations to enjoy.

Palisades Tahoe, California

Palisades Tahoe has long been a champion of sustainability. The resort was the first in North America to ban the sale of single-use plastic water bottles and has numerous water stations around the mountain and village for skiers to refill their bottles. Other initiatives include free electric car charging stations and the donation of uniform from retired staff to those in need around the world.

Deer Valley, Utah

In support of Park City’s endeavour to achieve net zero by 2030, Deer Valley has invested in alternative energy and implemented resort-wide recycling, composting and sustainable purchasing. The resort’s partnership with a nearby farm ensures food waste is composted, whilst the restaurant teams source as much produce as possible from local food purveyors to ensure the journey from fark to fork is minimal.

Steamboat, Colorado

Steamboat’s commitment to sustainability can be seen resort-wide. It has so far pledged $500,000 to the Yampa River Fund, to ensure the river is healthy and flowing for years to come, and is dedicated to reducing food waste by rescuing and donating items to a local charity. In line with Steamboat’s $200m renovation which is currently underway, all new buildings in Steamboat Square will be LEED certified.

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The post Royal Caribbean’s Spectrum Of The Seas returns to Malaysia’s ports appeared first on TD (Travel Daily Media) Travel Daily.

Spectrum of the Seas is charting a course that will help boost Malaysia’s tourism sector. On the back of a successful first port call in Kuala Lumpur on 1 July and Penang on 2 July after more than two years of cruises to nowhere – Malaysia’s travel and tourism industries can anticipate a lift from the twice weekly sailings Spectrum of the Seas is scheduled to deliver into Malaysian ports.

In recognition of cruise tourism being given a new lease of life, celebratory events were held onboard Spectrum of the Seas as she called at Port Klang in Kuala Lumpur on 5 August and Penang’s Swettenham Pier Cruise Terminal on 6 August. At both ports, senior dignitaries and state officials witnessed the plaque and key exchanges between Spectrum of the Seas’ Captain Flemming and the ports’ senior executives.

In Port Klang, Group Managing Director of MMC Corporation Berhad, Chairman of Port Klang Cruise Terminal, Deputy Under Secretary of Maritime Department in its Ministry of Transport, Chief Executive Officer of Tourism Selangor, Director of Immigration at Selangor, and Royal Caribbean’s regional executive team and trade partners gathered onboard Spectrum of the Seas where they were given a tour of the ship’s highlights.

“The wait is over! We are thrilled to herald the return of ports-of-call cruising within the region, and to connect holidaymakers with Asia’s beautiful destinations once again. The combination of adventures and experiences we’ve curated onboard, as well as the vibrancy and rich heritage of Malaysia’s shores will make Spectrum of the Seas a huge hit for Singapore guests as well as fly-cruisers from around the globe,” said Angie Stephen, vice president and managing director, Asia-Pacific, Royal Caribbean International.

The post Royal Caribbean’s Spectrum Of The Seas returns to Malaysia’s ports appeared first on Travel Daily.

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