Loyalty no longer exists in the travel industry
By Darren Cronian on Tuesday, June 17th, 2008

I wonder how many travel companies have looked in a dictionary to read what loyalty means – It’s okay launching loyalty schemes, where loyal customers are given perks, but where is the incentive for consumers to be loyal.

Loyalty no longer exists in the travel industry

Let’s see a little loyalty for the travel consumer

Where is the loyalty when airlines cancel and delay flights, where is the loyalty when the airline starts to charge the passenger for drinks, come on people it’s a bloody bottle of water, why charge for it. I want to look out at the clouds in my window seat, but no your charging me for that too.

I noticed last week that Jet2 are asking for more money for a seat near the emergency exits, what does that tell you about the airlines flight safety confidence – I wonder if that comes with a free parachute and GPS in case your lost.

Where is the loyalty when I ask for a quiet hotel, near the beach, when I arrive I find the hotel is half way up a mountain, 15 miles form the nearest strip of sand, but is next door to the local nightclub. Okay, I am going a little over the top, because we know this doesn’t exist, right?

Customer experience counts for nothing

It’s always give, give, give where travel companies and airlines are concerned but customers get very little back in return. Who in their right mind is going to book with the airline or travel company again when it’s all about making profits and sod to our experience.

Wake up it’s the 21st century

Travel consumers have choice, it’s not the 1980’s where the package holiday was the only way to book a holiday. It would be nice to feel that you are valued as a customer, but sometimes when I travel, I feel I am just another passenger or holidaymaker, what entices me to book with them again – nothing.

Have you booked with the same travel company, year after year, or what do you think about loyalty.


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11 responses to “Loyalty no longer exists in the travel industry”

Kirsty | 18 June, 2008 at 8:33 am

I’ve never booked a package holiday type thing. If I have a crappy flight, so what, it’s just a small part of my trip. No big deal. I forget about it when I get off the plane. If I end up in a crappy hostel, so what. It’s only a place to sleep. No big deal. Plus some of the worst experiences make the best stories! :-)

Great accommodation can have a big impact on a trip but if a place is bad I just try not to be there too much and that means I’m out there doing things and really enjoying the place I’m in. I’m not loyal to a certain company. I go for the cheapest price on flights usually and look for accommodation that seems fun. If things don’t live up to my expectations then I just won’t recommend them to people. I wouldn’t let it affect my trip.

I’ve got news for you… in most places you go you probably are just another tourist face passing through. I’m sure there are places out there that don’t feel like that but they’re hard to find.

Kellie | 18 June, 2008 at 12:01 pm

Wow, i am the total opposite, i have to have a nice place to stay when i arrive, i could’t stay in a hostel. I like a nice hotel with pool so i can also spend time there. I’m not to fussed about the flight as as you said its not a big part of your holiday.

Jeremy Head | 18 June, 2008 at 12:44 pm

Hi Darren… love the blog. But I don’t agree with you completely here. You definitely get what you pay for. I was speaking to cruise company Noble Caledonia yesterday (I’m a travel journalist) A whopping 70% of their business is repeat bookings. Specialist tour companies get glowing reviews from many of their customers who do go on to book again. It’s the low-cost crew who don’t. And that’s because they are what they are… cheap. I do agree nonetheless that it’s awful being treated as nothing more than a number by these guys… but like you say… we have a choice…

Nomadic Matt | 18 June, 2008 at 2:33 pm

I’m loyal to the cheapest people around. For me, it’s all about price. Since I plan my own vacations, I have total flexibility. I go with who is cheaper. That being said, I do have preferences and do go back to places time and time again even if they aren’t the cheapest b/c they just treat you right.

JetBlue in America runs an okay model for that. They aren’t the cheapest anymore but people still love to fly them. They put the customer first. I always fly JAL when I can because the service is just outstanding…

it’s all about service in this industry!

Rich | 18 June, 2008 at 3:31 pm

Darren,

Couldn’t agree more. Having a really bad experience right now with Jet2 who lost my bags at the weekend. For example, they are charging me 50p per minute to chase them about it! Questionning whether I would use them again.

Darren Cronian | 18 June, 2008 at 11:46 pm

Thanks for the comments everyone, I’ve had wayyyy too many comments on the blog today to reply to everyone individually.

All I will say is that I am not talking about customer loyality, I believe consumers are still being loyal to companies, but there’s no loyal from company to customer.

If I was flying with British Airways, what are they doing to make me want to book with them again when I have so much choice.

John Shipley | 18 June, 2008 at 11:58 pm

Jeremy could quite be right about that cruise company, but I think cruises are in a completely different travel arena.

I think theres less loyalty from the customer as they have choice, but like you Darren I’d like to see more loyalty from the companies.

Darren Cronian | 19 June, 2008 at 7:01 am

@ John Shipley

I agree, I’d have to say that the competition between cruise companies isn’t as fierce as say between a general package holiday, so loyality will be strong in cruising.

Like I mentioned though, this post is targeting companies who are not loyal to consumers, they simply aren’t.

Alot of them do not care if you book with them again, and consumers don’t have any incentive to book with them again.

Rohan | 19 June, 2008 at 7:09 am

Darren you do start work early.

Do you not think that companies realise that customers have choice so they do not have an incentive to make us come back.

Pretend I’m an air hostess; I am there to do my job, and serve you, I don’t care if you come back or not, I am just there to do my role.

Darren Cronian | 19 June, 2008 at 7:15 am

@ Rohan

I’m not at work yet, I’m in my pyjamas haha

I don’t know what percentage of repeat customers companies get, but I’d take a bet that it’s reducing year on year.

Maybe someone could put me wrong there.

Next, you don’t call them air hostesses anymore ;) but I get your point and your right, but its about having a good experience, and customers will come back.

Kellie | 30 June, 2008 at 9:37 am

You don’t call them Air Hostesses any more? what are they called then? I love them, they always make it enjoyable for me! Great food, lol.

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