Tripadvisor has added in its website a flight ratting system, when looking for a flight.
It is based on the following criteria:
- Baggage Handling - do the luggages get often lost in the shuffle, or will they arrive smoothly at their destination?
- Check-in Experience - Is check-in a 2minutes dill or a daunting experience?
- In-Flight Amenities - Can travellers expect seatback entertainment and in-flight Wi-Fi or hours of checking their watch?
- In-Flight Service - Is flight staff friendly and attentive or rude and neglectful?
- Punctuality - Are flights often on time or delayed?
- Reasonableness of Fees - Does the airline make fees clear and reasonable or do they add a though hidden cost to the price of a ticket, as 10 bucks for a small bottle of water?
- Seat Comfort - Can travellers expect a comfy ride or will they arrive with aches and pains everywhere?
- Value - Is the total flight cost worth the value of this?
Each one of these criteria is rated by travelers themselves, on a scale from one to five.
It is an great tool in terms of customer relationship management, and it offers transparency because there is apart from the rating system, the possibility to add regular comments.
I think that Tripadvisor strives to give customers and advisors for their site, as much information as possible, so they can do their choice avoiding disappointment or mistake.
The other effect of this is that major airline companies will feel watched, so it reenforce again the customers' rights. If a company has a very bad rating, it will give her the opportunity to progress.
I hope that you find this article as interesting as me, thank you for reading it!
As for me, I never know which airline company I should book for my trips, and I believe that TripAdvisor’s new initiative will definitely be helpful!
RépondreSupprimerCompanies have so different policies that customers are lost. It enables them to know exactly what to expect, and to book tickets without being disappointed at the end. It will also help travelers understand the complete cost of a flight upfront (fees for luggages, meals, drinks, entertainments…)
I also agree with Alia regarding transparency. Before that, I believe airlines companies felt that they could do nearly anything, since no one gathered comments about their performance, the way it was done with hotels or restaurants. Now they will feel compelled to maintain their quality of service, since their reputation will not only be made thanks to word of mouth, but ratings and comments will be registered and available to anyone.
Trip advisor...what a concept ! I think their way of doing business is very intelligent. We can say they have quite de monopole on reviews website!
RépondreSupprimerWhen we see (according to other articles) that trip advisor has a big impact on customers buying decision, we can understand that the website becomes a tool itself to be handle with care and attention.
I think that customers relationship management will be considerably improved.
Thanks for this article Alia !
I think that this new concept is a positive evolution in terms of customer relationship management. It is true that today a lot of persons have no clue about which comany to choose in order to book their flight. You can only trust the word of mouth that you hear among friends. Thanks to this rating customer will have the opportunity to see what people think worldwide. This also shows that tripadvisor wants to take any opportunity to improve themselves. Very interesting article alia
RépondreSupprimerThanks Alia! This article was very interesting. I find it a good initiative from Trip Advisor to let customers leave reviews on airline companies. Airline companies and hotels are part of the same business, which is tourism, so I believe they should also be ranked. I find it fair enough that customers could make their booking decicions thanks to other customers comments. I agree with the importance of transparency. I believe Airline companies should take it as an opportunity to improve what needs to be improved, or changed.
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