The travel industry should be relevant to its customers before, during and after their journeys. A good traveller experience is to make them feel they are well taken care of. This can be achieved by providing them relevant and timely information based on their needs and the nature of their journeys, updating them with the latest changes in schedule even before the journey begins, and helping them plan their next trip. A delightful service will get the word of mouth going and bring you more customers.
The travel industry offers relevant and timely services to travellers to make their journeys memorable. They key is to recognise travellers’ expectations and problems based on the nature of their journeys, and to communicate relevant information with them at the moments they need. By understanding what factors are influencing travellers’ decisions, such as making reservations, service providers are more able to offer better services without incurring much additional costs.
Be relevant even before the journey begins
Travel issues are usually a result of incorrect or a lack of information. Therefore, a good traveller experience can be achieved by providing them relevant information based on their needs and the nature of their journeys, and updating them with the latest changes in schedule even before the journey begins. In fact, emailing or texting relevant information at the right time is far more effective than sending piles of room confirmation letters, activity reservation forms and even legal documents.
Upsell and empathise at the right time
The best time to upsell travellers with extras and add-ons is usually when they are already at the destination. For instance, travellers are more likely to upgrade their rooms while they check in at the hotel. Upselling usually does not work before a journey begins.
Also, be flexible and supportive when travellers change their plans or unforeseen circumstances occur. These are opportunities to engage positively with customers. After all, showing empathy costs nothing but goes a long way.
The increase in information providers as well as the digitalisation of information have changed the roles of the airlines, travel agents and tourist services – from a single service provider into an all-round traveller services provider. These changes present opportunities to extend service offerings into other areas, but also change travellers’ service expectations to the extent that businesses find it hard to meet them.
Encourage word of mouth
Travellers likely recommend you to their fellow travellers if your services significantly improve their experience. To encourage word of mouth for your business, you should proactively assist travellers and make them feel they are well taken care of. You can also be relevant by assisting travellers to plan for their next journey.
Make their journeys memorable
By understanding what travellers need and expect before, during and after their journeys, you can support them with relevant services at the right time. You should aim at designing an experience in the context of their entire journey. Travellers are delighted by your effort that makes their journey memorable, and would not hesitate to recommend you to their fellow travellers.