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
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
by
Sarah O. Vidal
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