Monarch case shows importance of customer service in travel industry

6th Oct 2017

Travel companies must offer strong customer service if they are to differentiate themselves from their competitors.

That’s according to Jo Causon, chief executive of The Institute of Customer Service.

Her comments come in response to Monarch Airlines, which this week ceased trading.

She said: "The news that Monarch Airlines has gone into administration is hugely disappointing for its customers and employees, but also a real blow to the UK travel industry. 

“This news proves yet again the challenges of working in a highly competitive industry, and the need to create sustainable differentiation to ensure standout in a crowded market is even more important.

“Our own research has shown a growing trend for customers to place emphasis on service over price, and over a quarter of people (28%) now favour excellent service, even if it means paying more, compared to just 15% who always want the cheapest deal. 

“Organisations need to place customers at the centre of their business strategy to guarantee sustainable performance over the longer term, in particular at the moment, when every penny is harder earned. The travel industry is hugely important to the UK economy, and with Ryanair’s recent troubles, UK consumers will be even more likely to make decisions based on trust and reputation, and businesses need to take note of this.”

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