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As travel and hospitality – one of the sectors hardest hit during the pandemic – gradually recovers, the way organizations deal with guest expectations, pent-up demand and the resulting customer journeys will be more fundamental than ever. Staff shortages, rising fuel costs, and other critical factors are putting more pressure on service providers and requiring an increased focus on frictionless digital and personal experiences.

With the growing need for efficient technologies comes ever-increasing customer expectations that accompanies rising fees for required services. Distinguished travel and hospitality organizations understand that when prices rise, there is also a simultaneous opportunity for added value, both in the digital and physical world.

Digital Quality Case for Travel & Hospitality

We just released a new report, The State of Digital Quality for Travel and Hospitality 2022. We cover common mistakes we’ve found in our global work with businesses from January 1, 2021 to December 31, 2021. We explain the impacts these mistakes can have on the travel and hospitality industry, and how teams should develop Software is tested and considers their digital quality – and how it affects their customers. You can view our infographic for a quick overview of the main points. Since it’s so important to test across the most popular devices and configurations for your customers, I provide a summary of what our report makes up for in this regard:

Device Configurations

number

mobile makes

67

Mobile models

989

Mobile operating systems

9

Mobile OS versions

195

Mobile web browsers

28

mobile companies

356

Desktop web browsers

28

Desktop Operating Systems

7

Desktop OS versions

101

In this blog:

  • I give a recent example of a bad experience in my customer journey, and

  • Some travel and hospitality customer journey insights from our new report

A travel purchase went wrong: How real-world testers could have made the difference

I had recently finished buying a rented house for a long weekend trip this coming fall to meet friends. Through prior experience, I knew that insurance our group purchased through an online home rental service required the Covid reimbursement requirement of having your doctor certify that you take a video or in-person home test. With doctors under enormous pressure from the pandemic, we have been unable to meet this requirement, and we have learned the hard way to read the finer details of travel insurance.

On this upcoming trip, I called my insurance company to investigate the options and was referred to a third-party partner insurance company. Despite numerous attempts, I was unable to reach the company by phone to get an answer to some specific questions about coverage when a flight is canceled due to Covid. In the end, I had to use their website to investigate the policy. The web experience was very bad.

As with insurance policies (but it shouldn’t be), there has been an overwhelming amount of detail about what types of cancellations are eligible for reimbursement – but oddly enough – nothing specifically about cancellations due to Covid. Hard to believe these days. In the end, I found the “Cancel for any reason” section, which, although it didn’t mention Covid, enabled the buyer to cancel regardless of the reason.

I thought about how much better my customer journey could be if I trusted the rental site’s insurance or if the recommended insurance company tested their website with real users. It made me think about what we do in applause every day with our customers around the world. While insurance usually falls within the finance sector, travel companies must think about who they share and how their partners treat their customers. Travelers consider that environmental system For travel and hospitality companies, and if something goes wrong, it will be guilt through association. In my case, the online rental service did not provide an insurance product that was useful for what I needed. My insurance company handed over the service to a partner, and that partner had a confusing website and product. Bottom line: I won’t be going back to them anytime soon.

3 Considerations for a Customer’s Travel and Hospitality Journey

Across industries, the lines between online and offline experiences are blurring – and every interaction shapes a customer’s perception of your brand. Digital quality is part of the equation; To deliver exceptional experiences, great digital must be paired with high-quality physical interactions. Here are three insights from our report that we learned from working with our global travel and hospitality clients:

Tested to ensure a friction-free mixed customer experience

Since travel and hospitality experiences always blend digital and physical elements, it is imperative for operators to thoroughly test the entire customer journey. Ensuring user-friendly digital engagement for customers that sets clear expectations. In addition to being able to make travel arrangements or place orders online, customers want to know if they can check-in for flights, hotels, or rental cars via an app. Once travelers reach their destinations, they want to immerse themselves in local attractions: historical monuments, museums, parks, beaches, wildlife sanctuaries, restaurants, shops, cafes, and more. Can customers easily find where they want to go? Do amenities match online booking and description? Is the access to rooms touchless/contactless working as expected? Testers must carefully consider the finer points of this entire process.

Make travelers feel as valued and safe as possible

As the popularity of third party booking services has increased over time, with the bundled convenience comes the issue of the only point of contact for issues that arise during the flight. What happens if a flight is canceled, a hotel reservation is not registered at the receiving hotel, or another unexpected problem occurs? Even when travelers have a central point of contact, do you know if the app or website they need will work with their mobile phone wherever they are? Has the app been tested in popular tourist attractions around the world for mobile coverage? Have local users tested it in their mother tongue and different dialects? Is she culturally sensitive? It is essential that travelers know they have a safety net, and that comprehensive testing of your applications around the world on different networks and under specific conditions with local users creates the sense of trust that travelers demand.

Ask for feedback beyond your employees and reward members

To address one aspect of the insecurity in the minds of travel customers, applause is currently working with a major global airline to ensure that SMS service operates worldwide with its passengers. This takes the worry out of emergency correspondence while traveling and also serves as a feedback mechanism for issues travelers encounter with their trip. However, if an airline wants to get feedback on its brand customer touchpoints when purchasing tickets through a third-party travel service, it should consider using a crowdsourcing testing model, where real-world testers evaluate the customer’s journey offered through the service. Party travel. This, in addition to soliciting feedback from existing frequent flyer customers and staff, will provide a 360-degree view of the customer’s journey and highlight areas that need attention.

See our report, The State of Digital Quality for Travel and Hospitality 2022, for more information on digital quality in travel and hospitality.

You can use our report to see how your brand compares and identify ways to improve your digital quality, regardless of your company’s maturity level. Your organization can consider:

  • How to conduct the comprehensive testing needed to deliver satisfying digital experiences to customers

  • Whether you have a combination of test automation, manual functional testing, structured test cases and exploratory testing that delivers the most value to your company and your customers

  • Where you can create more inclusive experiences that appeal to as many audiences as possible New legislation prioritizes accessibility and an inclusive experience

  • How to foster a culture of quality that delivers far-reaching benefits

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