So what are the major US airlines doing to improve critical customer service?
No surprise here: upgrading their web services and retraining telephone agents, says HOTELMARKETING.com.
Major online services are doing the same.
And how well are the programs working?
“While there is plenty of anecdotal evidence that the recent preoccupation with customer service has improved the travel experience for some customers, it is probably still too early to declare it a success,” writes the site.
“People are looking for low fares and a Web site that is easy to use, not marketing spin,” said Lorraine Sileo, an analyst at PhoCusWright, which does research on online travel.
The level of disenchantment for online customers using call centers continues to be underestimated by travel companies, says Paul English, a cofounder of the travel site Kayak.com.
Report by David Wilkening
