Improved customer service in UK travel industry could be worth £3.6bn

16th Jun 2017

The UK travel industry could bring in an additional £3.6billion in income by improving customer service levels.

However, poor online service or unhelpful staff could see the industry lose 22 million customers every year.

That’s according to a survey from The Institute of Customer Service, which found that 57% of Brits are willing to pay more for guaranteed levels of customer service that would ensure an enjoyable holiday experience.

Based on these findings, The Institute is calling on the UK travel industry to focus on driving up their customers’ experience, or face drastic loss to custom and revenue. Amid economic uncertainty, The Institute argues that this will help to ensure loyalty among holidaymakers, safeguarding future custom and, with it, the bottom line.

Jo Causon, CEO of The Institute, said: “With the value of the pound set to match the euro, British consumers will become more cautious in their spending and, consequently, more aware of what they are receiving in return for their money. 

“Our research shows that a poor reputation for customer service could cost holiday companies millions of customers, and much more in pounds. This clearly demonstrates the importance of service to meet the evolving demands of the post-Brexit holidaymaker. The UK travel industry has a huge opportunity to respond with a real focus on speed, efficiency and making the customer feel valued through delivering personalised experiences.”

The statistics further reveal that 39% of British holidaymakers believe Brexit caused a hike in travel prices, alongside an increase in those polled opting for a staycation (39%) compared to last year (36%).

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