Travelocity identifies traveller woes

Last month at their New York City office, the online company Travelocity invited travellers to come in, take a load off, and complain. The therapy approach was to gauge what it was that travellers found most annoying and insupportable in their travels was used by the company not only to gather information, but to see if there was any way it could improve its services.

Travelocity CEO Michelle Peluso took notes as the travellers vented their frustrations, as today’s state of aviation worsens, bookers and travel agents search for ways to pick up the slack- and perhaps pick up a bit of loyalty that is in such short supply these days.

One major complaint was the numerous add-on costs to flying, saying the old levels of service lke complementary snacks and drinks ruined the experience; but Air Transport Association spokesman Davind Castelveter says, “There are limits to how much resources we can expense to those sorts of niceties simply because of the cost structure we’re facing today.”

www.travelocity.co.uk