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29 August 07
Consumers
still don't totally trust booking online
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A new report out by PPT Solutions has
shown that over three quarters of people who booked online still
contacted the operator by phone at some point during the reservation.
The call centre solutions company surveyed 250 consumers who purchased
online, of which 31% was travel including, flights, accommodation only
and full holiday packages. Over 75% contacted the booking company
where they provided a telephone number.
Human Voice
People felt they had to speak to a human mostly to confirm everything
was ok and payment had been received, although few reported unclear
information and the website crashing during the reservation.
Large chunk booked online
PPT Solutions managing director Diane Hewitt has claimed it still shows
a positive outcome for online reservations, "First and foremost,
what this survey proves is the trend towards booking travel online
continues apace." She added, "A large chunk of the population
booked travel of some description for summer 2006, and analysis suggests
that the trend will continue."
Online travel reservations are certainly still on the up but the
majority of customers feel the need to be able to speak to a friendly
human voice if necessary.
Useful Websites
PPT
Solutions
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