Articles tagged “customer service”

News Blog

U.S. Unveils New Airline Customer Service Portal

Air travelers in the U.S. now have a one-stop shop when it comes to knowing what airlines will provide them with in the event of a lengthy flight delay or cancellation. The new Airline Customer Service Dashboard by the Department of Transportation is designed to "ensure the traveling public has easy access" to airline commitments…

Travel Technology

Call Centers Could Turn to Artificial Intelligence to Face Flight Madness

Between permanent shifts into remote working, the Great Resignation, and spikes in flight cancellations, investing in advanced automation technology could be the only way call centers in the travel industry can show consistency long-term. Or just hire more humans.

Call Centers Could Turn to Artificial Intelligence to Face Flight Madness

Tourism

Daily Podcast: The UK’s Travel Incompetence

Good morning from Skift. It's Wednesday, June 22 in New York City. Here's what you need to know about the business of travel today.

Daily Podcast: The UK’s Travel Incompetence

Venture Capital

Data Firm Journera Raises Another $10 Million: Travel Startup Funding This Week

Closely watched travel-data startup Journera raises another $10 million from big-name venture firms — and claims it can be profitable by next year. In a very different deal, an Alaskan airline is raising money online to fund expansion to Asia. Will it work? Since no major airline has tried it, it's hard to say.

Data Firm Journera Raises Another $10 Million: Travel Startup Funding This Week

Online Travel

Booking.com to Eliminate 2,700 Customer Service Jobs

We could hear more about Booking Holdings' rationale for eliminating a chunk of Booking.com's customer service workforce when the parent company reports its fourth quarter earnings February 23. It saves money to outsource operations, but doesn't foster better relationships with customers.

Booking.com to Eliminate 2,700 Customer Service Jobs

Online Travel

Airbnb’s Newest Influencer Is …. CEO Brian Chesky

Airbnb has been a savvy public relations practitioner throughout the years, and the volume of press releases the company churns out annually is legion. Brian Chesky's yearlong digital nomad stint aligns with the company's brand narrative and marketing strategy.

Airbnb’s Newest Influencer Is …. CEO Brian Chesky

Travel Agents

Travel Agents Book Multiple Trips for Clients at Same Time to Hedge Against Covid Closures

Even if some travel agents don't foresee trip-stacking becoming a long-term practice, the ongoing uncertainty about future restrictions and closures may mean they'll have to resort to the tactic longer than they expect.

Travel Agents Book Multiple Trips for Clients at Same Time to Hedge Against Covid Closures

Online Travel

Tripadvisor Plus’ New Text Service Lacks the Human Touch

Tripadvisor's travel-planning help by text for Tripadvisor Plus subscribers plays to the company's strengths — user reviews and a global roster of hotels, restaurants and things to do listings. It really can't compete, though, with a real travel agent who has visited the destination and knows the hotel general manager personally.

Tripadvisor Plus’ New Text Service Lacks the Human Touch

Online Travel

Sabre’s New Executive Role Signals a Refresh on Customer Service for the Travel Tech Company

Sabre has created a new role of "chief services officer." It might sound like a gimmick, but the concept actually has deep roots in the technology sector.

Sabre’s New Executive Role Signals a Refresh on Customer Service for the Travel Tech Company

Online Travel

Newly Public Customer Feedback Firm Medallia Must Overcome Survey Fatigue

Medallia has pleased investors so far with the sales of its enterprise software for tracking customer feedback. But burnout on surveys is an industrywide problem, especially in travel. It remains an open question whether Medallia and its rival tech vendors can overcome the issue.

Newly Public Customer Feedback Firm Medallia Must Overcome Survey Fatigue