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

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