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.

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.
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.

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

Related Topics: business travel, chauffeur training, customer service

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