The travel industry is unique, with research suggesting people are more likely to complain on social media about their experience than any other industry.
It’s not all bad though – travel companies can take advantage of this by listening to their customers and engaging with them on the platform of their choice. But with great power comes great responsibility; potential crises can be amplified and a situation that would be fairly straightforward to manage offline could turn into a full blown PR disaster.
Handling complaints via social media can be a minefield and with customers increasingly using this method to complain to travel organisations, it’s vital that companies understand the best methods of responding to them.
Here are our top tips to responding to complaints online.
Why do you need to worry about all of this?
Answering a social media complaint increases customer advocacy by as much as 25%* so ensuring you have a strategy in place is essential.
If you would like to hear more about implementing a strategy or how you can improve your existing plan, ABTA is holding a number of training seminars which will be looking at this in more detail, as well as how to handle complaints both on and offline.
Find out more by looking at the event pages below.
Social Media in Travel
The Studio, Manchester
Complaints Handling Workshop
The Principal, Manchester
Managing Customer Complaints
ABTA Offices, London