Media: Clickz (be)rates the Travel Industry on Responsiveness and Privacy

"Online Travel Firms Out of Synch With Consumers" reports on the failure of travel firms to respond to online customer enquiries and protect their data, though, in fact, the travel sector has come out well in the study conducted by The Customer Respect Group.

The study found only 25 percent of companies surveyed send any kind of acknowledgement to a customer inquiry that includes a timeframe in which a response can be expected, and deliver on that promise within the specified time.

57% of online inquiries sent by consumers are answered late or not at all. 'This figure is partly due to relatively low adoption of auto-responder technology in online travel.

'The other key topical concern is privacy. According to the findings, 62 percent of firms surveyed either don't collect data or use collected data for internal purposes only. The remaining 28 percent of online travel companies share or sell personal data; and an additional 10 percent aren't explicit about how they use it.'

Associated Link: Clickz: Online Travel Firms Out of Synch With Consumers

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