Trust. It can make or break your travel brand. I flew with Frontier recently, and for the first time, I missed my flight! You can imagine how I felt: angry and desperate to get on the next one. Then, the customer service rep got frustrated with my questions and gave me one-word answers.
What was going through my mind at that point: “Why in the world did I choose Frontier?!”
Trust in a brand is crucial. Without it, trying to keep loyal customers is like fishing without bait. So, how can travel brands earn customers’ trust?
1. Set Clear Expectations
2. Continuity of Experience
3. Real-Time Customer Support
Offer 24/7 multilingual support with real-time solutions. Go above and beyond to satisfy travelers, and always lead with empathy in conflicts.
4. Customer-generated Content and Unfiltered Reviews
Encourage travelers to share their stories and experiences through videos, blogs, and social media. Also, feature live reviews and ratings directly on your website or app.
5. Experience Guarantees
Offer guarantees on key aspects like lodging cleanliness or on-time flights, with compensation if standards aren’t met.
Conclusion
Back to my missed flight story:
I eventually got to a different customer service rep who was kind and understanding. They even rebooked my flight at no extra cost!
I still had to wait six hours for the next flight, but it was significantly less painful. Will I fly Frontier again? Maybe. That agent just might have saved the day.
Looking for more ways to build or repair trust with your customers? Our brand consultations can help.
by
Sarah O. Vidal
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