Comments on: First impressions count when booking with a travel agent http://www.travel-rants.com/2009/05/26/first-impressions-count-travel-agent/ Sun, 29 Jan 2012 01:52:48 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Paul G http://www.travel-rants.com/2009/05/26/first-impressions-count-travel-agent/#comment-148392 Paul G Tue, 23 Jun 2009 15:35:17 +0000 http://www.travel-rants.com/?p=4131#comment-148392 Good service really shapes your impression of the travel company. I usually book all travel online rather than dealing with travel agents but because of a glitch with Credit Card payment I had to book over the phone with Thomas Cook. The call centre person was very helpful and friendly and she left me with a very positive impression of the company - (even after the long delay on the return flight but hey these things happen). Good service really shapes your impression of the travel company. I usually book all travel online rather than dealing with travel agents but because of a glitch with Credit Card payment I had to book over the phone with Thomas Cook. The call centre person was very helpful and friendly and she left me with a very positive impression of the company – (even after the long delay on the return flight but hey these things happen).

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]]> By: Darren Cronian http://www.travel-rants.com/2009/05/26/first-impressions-count-travel-agent/#comment-146913 Darren Cronian Thu, 28 May 2009 23:10:26 +0000 http://www.travel-rants.com/?p=4131#comment-146913 @ Nick I thought Susan's comment was odd too. Maybe she could clarify. @ Rob Exactly, thats why travel agencies need to try harder to give a good impression. @ Nick

I thought Susan’s comment was odd too. Maybe she could clarify.

@ Rob

Exactly, thats why travel agencies need to try harder to give a good impression.

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]]> By: Rob Barham http://www.travel-rants.com/2009/05/26/first-impressions-count-travel-agent/#comment-146841 Rob Barham Thu, 28 May 2009 08:54:56 +0000 http://www.travel-rants.com/?p=4131#comment-146841 A customer that recieves good service probably won't tell anyone, it has to be exceptional for them to remark to their friends and family. A customer on the wrong end of bad service will likely tell practically everyone that meet for the next week or so, some will even start a website about their experience ;) I have heard of exceptional service in the travel industry including one flight call centre worker that offered customers from Glasgow to stay at his house in Bury if they bought flights from him departing from Manchester. They did. A customer that recieves good service probably won’t tell anyone, it has to be exceptional for them to remark to their friends and family. A customer on the wrong end of bad service will likely tell practically everyone that meet for the next week or so, some will even start a website about their experience ;)

I have heard of exceptional service in the travel industry including one flight call centre worker that offered customers from Glasgow to stay at his house in Bury if they bought flights from him departing from Manchester. They did.

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]]> By: Nick http://www.travel-rants.com/2009/05/26/first-impressions-count-travel-agent/#comment-146754 Nick Wed, 27 May 2009 12:47:38 +0000 http://www.travel-rants.com/?p=4131#comment-146754 Darren Your right any customer facing business should be welcoming and interested in the customer. As you know the travel agents has mystery shoppers which are published for all agents to read. Sometimes I am amazed at how badly an agent does. Other times I am not so sure, till recently a mystery shopper walking into a Cruise agent for a skiing holiday in the Alps would of meant that agency scored poorly, now as long as the staff are polite and explain that they do not sell that, it can score very well. Sometimes people do ask for miracles, our favorite will always be a few days before Christmas you will get 2 or 3 people in a day asking for a cheap late deal, by the time this has happened for a few days you tend to know whats there and whats not. We are not making it up honest. @Susan, Carnival have not own a Major UK tour operator since it sold it 25% stake in Airtours in 2001. Airtours no longer exists having been taken over by Thomas Cook.......Or have I missed something? Darren

Your right any customer facing business should be welcoming and interested in the customer. As you know the travel agents has mystery shoppers which are published for all agents to read. Sometimes I am amazed at how badly an agent does. Other times I am not so sure, till recently a mystery shopper walking into a Cruise agent for a skiing holiday in the Alps would of meant that agency scored poorly, now as long as the staff are polite and explain that they do not sell that, it can score very well.

Sometimes people do ask for miracles, our favorite will always be a few days before Christmas you will get 2 or 3 people in a day asking for a cheap late deal, by the time this has happened for a few days you tend to know whats there and whats not. We are not making it up honest.

@Susan, Carnival have not own a Major UK tour operator since it sold it 25% stake in Airtours in 2001. Airtours no longer exists having been taken over by Thomas Cook…….Or have I missed something?

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]]> By: Susan http://www.travel-rants.com/2009/05/26/first-impressions-count-travel-agent/#comment-146741 Susan Wed, 27 May 2009 06:58:38 +0000 http://www.travel-rants.com/?p=4131#comment-146741 The biggest British travel companies, fell 8 percent but later rebounded after the Carnival Group of the United States said it was selling a 25 percent stake in the company. Agents face increasing competition from travel and airline websites for low-cost fares, but travelers still prefer using travel agents who can provide customized service and planning for complex itineraries to remote or multiple destinations. To attract these travelers, many travel agents specialize in specific interest destinations, travel to certain regions, or in selling to particular demographic groups. Travel agents use a variety of published and computer-based sources for information on departure and arrival times, fares, quality of hotel accommodations, and group discounts. The biggest British travel companies, fell 8 percent but later rebounded after the Carnival Group of the United States said it was selling a 25 percent stake in the company. Agents face increasing competition from travel and airline websites for low-cost fares, but travelers still prefer using travel agents who can provide customized service and planning for complex itineraries to remote or multiple destinations. To attract these travelers, many travel agents specialize in specific interest destinations, travel to certain regions, or in selling to particular demographic groups.
Travel agents use a variety of published and computer-based sources for information on departure and arrival times, fares, quality of hotel accommodations, and group discounts.

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