Personalised services help create better travel experience. Travellers are always looking for a unique travel experience, like, getting champagne on the plane, upgrading to the first class, having their bags ready before they reach the belt, airline staff taking care of their onward travel arrangements, getting a surprise gift on special occasions and most importantly getting all the services on time. There is no one size that fits all and understanding what your customers want or how you can personalise their experience is a bit difficult. Thanks to social networking platforms, customers are now sharing their travel experiences online. Travellers are more digital and hyper connected today and getting an idea on how they want their travel experience to be by asking them to fill feedback forms or post reviews on social networking sites is the easiest way to know more about them (learn the role social media plays in building a unique travel experience).
According to travellers, a first class experience is usually one that has all the amenities like on-board internet, chauffeur driven car to and from the airport, personal baggage check-in and collection, getting to sight-see in off-peak hours, valet parking at the airport, to name a few. For some enthusiastic travellers, like a Scottish novelist Robert Louis Stevenson, it’s the entire travel experience that matters, and not just the destination. He says, “For my part, I travel not to go anywhere, but to go. I travel for travel’s sake. The great affair is to move”. However, not all travellers are so excited about the travel experience. They just want to get to their destination with little or no fuss. Although travellers expect a hassle-free experience; the reality is usually different. Travellers are experience lot of inconvenience due to cancelled flights, delay caused due to missed flights, inconsistent baggage weight allowance between airlines, long security queues and password controls, to name a few.
Giving closer attention to travellers and giving them a worry-free and unique experience is a sure shot way to win travellers’ hearts! And that, in turn, is a sure shot way of building brand loyalty. According to a study, a passenger spends 30-35% more when offered personalised packages. 1 in 4 passengers is ready to consider additional airline offers while thinking about their next trip on their way home.