Thanks to the advancements in technology, booking flights is easier than ever. Few taps and you’re all set for a relaxing bed and breakfast in the Four Seasons. However, owing to its swift process, some users make little mistakes that lead to complications on the day of boarding. Whether it’s the wrong date, wrong name spelling, wrong location or even duplicate bookings, users will look to the company to correct this. These are four of the most common online airline ticketing mistakes businesses may encounter on their website.
Booking the wrong date or time
This is a very common booking mistake. Travelers often switch months and dates around during entry. For example, instead of booking on the 7th of January, people may incorrectly type on the 1st of July. This can be caused by a misunderstanding of how sites present the month-day format. This causes lots of complications down the road so expect a lot of rescheduling requests.
Fortunately, this issue can be alleviated with some changes to the booking website. Spelling out the names of the months is one way to prevent this. Another is by having an interface where users can just click on a calendar instead of manually entering numbers.
Incorrect name spellings
Another ticketing error businesses encounter are misspellings. It is very common when booking through mobile phones especially. Customers start typing in their name and then autocorrect alters their name without them noticing it. They confirm their reservation, the email arrives, they notice the error and phones it to the agency. Depending on the policy and the severity of the error, correcting this mistake can be a complicated process.
Should this happen, prepare for a possible irate phone call. Stay calm and explain the policy thoroughly but also notify the user of steps they can take to rectify the situation. Some agencies actually correct minor errors free-of-charge provided it’s only a few characters. Such as ‘Sandra’ being misspelled ‘Saandra’. The important thing is maintaining a calm and empathetic atmosphere throughout the conversation.
Not reading the fine print
In this day and age, there are many cheap deals flying around, promoting affordable flying rates on specific travel dates. Users tend to book their flights without reading the information quickly. They may neglect to consider additional charges, refund policies, and cancellations.
However, it is important to take into account other factors as well. Is the ticket refundable? Are there additional costs for added luggage? Do they charge for cancellation?
The internet is filled with stories of travelers who thought they had struck a bargain only to end up paying more after additional costs. Although it is available in the fine print, you will still get inquiries about this. Guiding the customers throughout the call or chat and reminding customers of the benefits of a slightly costlier option in ensuring a smooth flight, can go a long way.
Paying double for one trip just because it was entered twice seems like an easy problem to avoid. Surprisingly, many travelers still run into this problem. This could be caused by the page suddenly reloading or crashing due to a bad connection or the customer re-submitting everything thinking the first booking did not go through. Whatever the reason, double booking is not a pleasant experience for anyone.
Customers might experience a connection error while booking. They worry that the transaction may not have pulled through and so repeat the process. They then realize that they paid for the same trip twice resulting in another call to the agency. It pays to double check transaction histories on the booking sites to avoid this.
While these problems seem to occur on the consumer end, businesses must do their part to help too. Having a good customer service team is one way of meeting these challenges head-on. They will also be able to market deals and promos should the customer choose to go direct thereby improving the bottom line.
The team can also remind customers if they want to avail of other services. Things like check-in luggage, inflight set meals or airline souvenirs are often overlooked during online price hunting. Reminding customers of the availability of these conveniences can go along way in building rapport.
Dealing with your customers
Businesses can respond to inquiries via phone, live chat, and even social media. As the travel industry rises, customer inquiries will rise as well. The key is to anticipate any potential problems in order to keep up with competitors. When it comes to providing the best customer experience, handling large volumes of inquiries is our expertise. Interested in learning how we can help you? Give us a call and allow us to show you firsthand how we provide added value to businesses.