Industry Research

What’s the real R in ROI?

Posted on November 2, 2011

 

Watch that hand! Executives say airline and hotel employees need to be nicer. This provides a great opportunity for chauffeurs and operators to stand out with a kind customer touch.
Watch that hand! Executives say airline and hotel employees need to be nicer. This provides a great opportunity for chauffeurs and operators to stand out with a kind customer touch.

[LCT Editors’ Note: As LCT prepares its annual customer service and safety issue, the below survey results reveal a major opportunity for chauffeured operators to differentiate themselves through excellent customer service. If the airline and the hotel are rude, chauffeured service can stand out as the exception. More on this in the December issue of LCT Magazine].

While the cost of business travel continues to climb, executives say airline and hotel workers need to treat them with respect if they want to keep their business.

A survey released last week found that business executives rank rude hotel staff, intrusive security procedures and "steerage-like treatment" on crowded commercial planes as the worst parts of traveling for business.

Asked to pick the things they hate most about travel, 86% of executives said airport security screenings, 76% chose tiny, dirty commercial planes and 74% said impersonal treatment by hotel staff, according to the survey of about 3,000 business executives by Vitesse Worldwide, an executive travel firm in Connecticut.

Bad service creates a lasting impression. Passive-aggressive customers know how to fight back.
Bad service creates a lasting impression. Passive-aggressive customers know how to fight back.

"What comes through loud and clear is that an executive traveler isn't asking for high-priced service as much as high touch," said Shawn Abaspor, chief executive of Vitesse Worldwide.

Hotel rates and airfares have been climbing for several months, with travel demand on the rise and airlines cutting capacity by eliminating routes and retiring older planes. And those prices are likely to keep rising.

Average airfares and hotel rates should jump as much as 5% in 2012, according to a survey of more than 300 travel managers by the Global Business Travel Association, a Virginia trade group for travel managers.

Source: Los Angeles Times

View comments or post a comment on this story. (0 Comments)

More News

Healthy Travel Jobs Growth During Trump's First 100 Days

With 15.8 million employees, leisure and hospitality was the top sector for U.S. jobs growth in April.

Luxury Travel Revenue Soars At Record Pace

55% of travel agents polled attribute growth to an increased awareness of the value of using their services.

Business Travelers More Anxious About Security

This new development reaches beyond the typical concerns of high-profile travel disruptions and terror incidents.

What Do Trump's First 100 Days Mean For Travel Industry?

The nomination of Elaine Chao as Secretary of Transportation is among positive developments.

Do TNCs Really Prevent Drunken Driving?

Not all studies have reached the same conclusion.

See More News

Facebook Comments ()

Comments (0)

Post a Comment

Submit

Blog

See More

LCT Store

LCT Magazine - May 2017 $12.95 Post International LCT Show Issue COVER STORY: * Best Operators of 2017: Their Winning Secrets Revealed * *



Connect

Experience the three annual industry events for networking for business, showcasing vehicles and products, and getting the tools for success.

Read About Your Region

What’s Happening Near You?
Click on any state to see the latest industry news and events in that region.

More From The World's Largest Fleet Publisher

Automotive Fleet

The Car and truck fleet and leasing management magazine

Business Fleet

managing 10-50 company vehicles

Fleet Financials

Executive vehicle management

Government Fleet

managing public sector vehicles & equipment

TruckingInfo.com

THE COMMERCIAL TRUCK INDUSTRY’S MOST IN-DEPTH INFORMATION SOURCE

Work Truck Magazine

The number 1 resource for vocational truck fleets

Metro Magazine

Serving the bus and passenger rail industries for more than a century

Schoolbus Fleet

Serving school transportation professionals in the U.S. and Canada

Please sign in or register to .    Close