Travel Booking Online, Travelocity

Filed in archive News on May 21, 2005

Travelocity has gone all out in their bid to improve Customer service and satisfaction.


They are focusing on customer needs to convert customers and enhance relationship loyalty to move them to do more online booking with Travelocity. A Customer Bill of Rights has been created as a promise "to customers that we're on your side---a promise that when you book with Travelocity, 'you'll never roam alone' before, during, or after your trip."

How exactly would customers benefit from all these? Well, here are a few examples:

Should that nervous hotel clerk accidentally charge you twice for that hotel stay... just call your Travelocity agent and he/she will make sure that you get your refund instantly. Travelocity will then do the waiting and paper chase for you to get the refund from the hotel.

Or...

Should you find that the swimming pool in the hotel you book is out of order, Travelocity will find a comparable hotel for you at no extra cost.

As what is written on Travelocity's website, "Human error happens; nobody's perfect---but in those rare cases that we make a mistake you can count on us to take responsibility for it, and to be thoughtful and fair as we work to resolve it. If, say, we inadvertently advertise a fare that's just "too good to be true," like a free trip to fiji, we'll work with you and our travel partners to make it up to you and find a solution that puts a smile on your face."

In order to achieve all these, Travelocity has invested in sending employees to customer-focused trainings plus, $20 million in technology for it's "Customer Championship" program.

Now, if that is not commitment, I do not know what is.