United Kingdom
United States
Asia Pacific
Study: online customers getting grumpy
Expedia and Travelocity were gaining ground in the competition for online bookings, says the Keynote Rankings for Lodging Web Sites.
At the same time, consumers are less satisfied generally with their experiences with hotel and lodging sties.
“In the fourth annual examination of the online travel and lodging industry, Keynote noted significant backsliding in overall customer satisfaction levels,” says Hotelmarketing.com.
Keynote reported that customer satisfaction rates are down sharply “and frustration levels are climbing.”
The lower ratings came at a time when many leading online travel agency and hotel sites were completing site makeovers.
“Customers appear to be a bit grumpy with the online travel agencies and hotel sites,” said Bonny Brown, director of research for Keynote Systems.
She said a remaining question was whether this was a short-term swing or a longer-lasting trend.
Expedia edged out Travelocity in the survey.
However, Travelocity bucked the industry-wide trend in falling customer satisfaction ratings and had higher overall customer satisfaction grades.
Report by David Wilkening
Related News Stories:
David
Tricia Handley-Hughes of Inteletravel announces the location for the TravelQuest 2025 conference
Insights from James Ferrara on Inteletravel’s Growth and Future
Tricia Handley-Hughes on Inteletravel’s Growth and Challenges
Tony from Gatto’s Pizza on Columbus’s Unique Pizza Trail
Sophia Hyder Hock on Global Social Inclusion in Tourism
Sustainable Tourism: Don Welsh on Community Values and Global Collaboration
Jane Cunningham: Enhancing European Engagement in Tourism
Kristin Dunne: Navigating Destination Strategy
Revolutionizing Mobile Connectivity: Boris Bijlstra on HUBBY eSIM
Capturing Glasgow’s Vibrancy: An Interview with Susan Deighan, Chief Executive of Glasgow Life
Lebua Hotel & Resorts: Rajan Khurana on Hospitality and Bangkok’s Charms
Sustainable Tourism and Growth: Insights from Chiravadee Khunsub from Tourism Authority of Thailand
EU airports bring back 100ml liquid rule
CLIA: Anti-cruise demos could cause itinerary changes in Europe
Co-pilot faints, easyJet flight issues ‘red alert’
Dozens fall ill in P&O Cruises ship outbreak
Woman dies after getting ‘entangled’ in baggage carousel