Ranting online about travel more popular than trying to get a refund

Research has shown that venting one’s anger online about a poor travel experience is proving a more popular pursuit than taking it up with an official body.

The study by MarkMonitor of almost 3,300 travellers in the UK, US, Germany, France, Italy, Denmark, Spain and the Netherlands found that 42% would post a grumble on the web in the first instance, whilst only 40% wouild try to get a refund from the product seller.

Just over one-third (35%) would be sufficiently angered by the poor experience to take it up with an official trade organisation or licensing body.

Whilst there is nothing new in the finding that 47% would check online reviews before booking a travel product, just 31% say they would look to find the licensing information for a product (such as the British ATOL protection scheme).

Worringly, some seven out of 100 travellers say their most recent trip booked online did not meet their expectations, with a staggering 37% of those highlighting issues around stolen credit card details or their misuse by a third party following a trip.

The most popular product bought online was flights (global average of 75%), with accommodation (74%), car rental (29%) and activities 25%) thereafter.


About RezNext

RezNext is the world’s only true Real-Time Distribution Management Solution provider. It empowers hotels to adopt a distribution strategy that simplifies the complex global distribution environment and makes it understandable and manageable. It is integrated with revenue management, operating intelligence and powered with reputation management insights. RezNext’s portfolio of offerings include Rate & Channel Manager, Revenue Management, Online Reputation Management, Website Designing and Web Booking Engine, Mobile solutions, Central Reservation System, Business Intelligence, Property Management System (PMS) two-way connect, GDS and OTA Interface and Loyalty & Feedback Management. Our growing range of solutions can be access by hospitality properties across market segment and size, such as independent hotels, chain hotels, business hotels, resorts, clubs, service and limited service apartments, spas, restaurants and others.
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