Travelocity Improves Hotel Shopping Experience by Connecting Travelers with User-Generated Content
Southlake, Texas (October 2011) – According to Travelocity data, three out of every four travelers say that they have unanswered questions on the hotels they are interested in after doing initial online research. To help answer these questions, Travelocity has added new features highlighting user-generated content that allows its customers to connect to Travelocity, its hotel partners and fellow travelers.
“Travelocity has always focused on helping our customers make the best informed decisions,” said Carl Sparks, President and CEO, Travelocity Global. “Our new tools such as Questions and Traveler Stories are just a few examples of how Travelocity is looking at working with our customers so they can have the best trip possible.”
Questions, the first-of-its-kind in the online travel agency space, is a social forum for consumers to quickly and easily get additional information on a hotel before and after they book their trip. It allows travelers to submit questions about a hotel they are interested in and receive feedback from a fellow traveler, a Travelocity community manager and/or the hotel itself.
While still being tested and rolled out with hotel partners, since May more than 12,800 questions have been answered. The feature is available on all Travelocity hotel information pages under the “Questions” tab, with question and answer content growing as travelers participate in the dialog. Travelers can also visit Hotel Answers.
“Still Deciding?” Module
Travelocity knows it can be hard for travelers to make the decision of what to book. In the top right hand corner of the hotel page of any destination you can now find a module that will connect to Facebook and ask a question about a hotel.
Consumers go beyond the traditional traveler review and share experiences in a journal format with pictures and videos.
Travelocity is improving its descriptions of hotels across the board so that customers can more directly compare rooms and facilities at different hotels. This includes more photos and videos for travelers to browse through.
In addition, the site has enhanced its customer review process, making it more interactive and helping consumers help each other with the ability to respond to reviews and share their thoughts with their own social networks. Since launching the updated process Travelocity has added more than 100,000 new customer reviews.
To develop these enhancements and help consumers make more confident hotel booking decisions, Travelocity worked with Bazaarvoice, a company that enables brands to create, listen to, understand, and act on authentic customer conversations.
“Travelocity has always been, and continues to be, one of our most innovative clients,” said Erin Mulligan Nelson, Bazaarvoice CMO. “We are proud to work with a company that shows such commitment to building their business around the voice of their customers.”
About Travelocity Global
Travelocity® is committed to being the traveler’s champion – before, during and after the trip – and provides the most comprehensive and proactive guarantee in the industry. This customer-driven focus, backed by 24/7 live phone support, competitive prices and powerful shopping technology has made Travelocity one of the largest travel companies in the world. Travelocity also owns and operates: Travelocity Business® for corporate travel; igougo.com, a leading online travel community; lastminute.com, a leader in European online travel; and ZUJI, a leader in Asia-Pacific online travel. Travelocity is owned by Sabre Holdings Corporation, a world leader in travel marketing and distribution.
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