Excuse the pun, but it’s been a turbulent few years for the travel sector.
As we enter the year 2025, the COVID-19 pandemic may seem a distant memory, but its impact on the travel sector was severe.
The travel bans and mass holiday cancellations led to a significant decline in trust in the sector.
Yet, the industry has fought hard to win back that trust over the past few years.
Indeed, the Institute of Customer Service’s UK Customer Satisfaction Index Report for July 2024 ranked “tourism” fourth out of the 13 industries surveyed.
On the other side of the Atlantic, the American Customer Satisfaction Index’s Travel Study for 2024 revealed that the airline industry achieved a record-high customer satisfaction score of 77. Meanwhile, “lodgings” also experienced a three percent year-on-year improvement.
In short, the travel customer experience sector seems to be trending in the right direction, making it a prime target for a CX…
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