There is so much you are missing out on if you have a trip planned. As per the study done by the American Customer Satisfaction Index, the customers are not happy with the flight services. In addition to this, they are also complaining about hotels not hosting the customers in the right manner. Moreover, car rentals are not able to offer the services that customers are looking for.
“Many folks ventured out to travel for the first time since the pandemic hit only to be met with lackluster service and dashed hopes,” says Forrest Morgeson, assistant professor of marketing at Michigan State University and director of research emeritus at the ACSI in a report.
“We see this with hotels, where the quality of amenities and food services both dip below customer experience benchmarks of 70. Anyone who anticipated their travel experience would feel like the ‘normal’ pre-pandemic days are likely coming away sorely disappointed. While the desire to travel may be up, it might be time to adjust your expectations.”
It’s been a rough year for airlines. First, the U.S. Department of Transportation has been flooded with complaints, and now the ACSI study shows passenger satisfaction slipping 1.3% to an ACSI score of 75 out of 100.
Customers are facing immense trouble when it comes to giving positive feedback about airline services. So far they have only been disappointed since their requirements are not fulfilled. Sadly, anything a customer would like to have in an airline is not being found. Apart from this, they are also not happy with the quality of food that is being served by the staff members. In addition to this, there is no level of comfort received by the customers which is why the situation is now getting worse.
When it comes to hotel stays, all of them have to work hard so that the customers are happy with the services. Customer satisfaction has been reduced by 2.7 percent. Nonetheless, the only hotel that is able to serve the customers in the right manner is Mariott. Therefore, according to the reports, there has been a rise of 3 percent from Mariott when it comes to hotel services.
In the past year, services offered by Hilton, a leading hotel dropped 4 percent. Only Mariott and Hyatt were able to fulfill the expectations of the customers to some level. Coming to car rentals, there has been a loss of 1.3 percent. The customers are not very happy with these services which is why some of them decide to take a pass.
One company named Alamo is still working to provide the best car rental services to customers. Therefore, they have managed to improve their reviews by 4 percent. Henceforth, if you are someone who is planning to go for a vacation anytime soon, make sure to book everything beforehand.
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