Qantas plane

Business travellers want responsive service

As the dust continues to settle from the grounding of the Qantas fleet, businesses have revealed when it comes to managing business travel, they want service that’s responsive, provides options and is easily accessible.

According to a Flight Centre survey of over 3,500 corporate customers, businesses rate ‘responsiveness’ as the most important service attribute from their travel managers.

Respondents were asked what they thought the most important service attributes were out of nine options including problem solving, providing options, accessibility, responsiveness, proactive communication, cost effective solutions, range of products and 24/7 assistance service.

Results showed 67 percent of thought responsiveness was one of the most important attributes, 62 percent thought providing options was a key service attribute.

Accessibility was a crucial service aspect to 35 percent of respondents.

FCm Travel Solutions’ Gregory Lording said all three service values show customers directly dealing with corporate travel management companies prefer personal service, that’s receptive to their needs.

“It’s no surprise that companies want responsive service as there is no one-size-fits-all when it comes to corporate travel management. Travel managers need to have a positive attitude and proactive approach to client servicing and solving travel challenges.”

“The dynamic nature of the travel industry means travel managers need to think on their feet, and react quickly and intuitively to ensure their client’s needs are met,” Lording added.

Lording also said the fact that over a third of respondents thought ‘accessibility’ was important indicates that clients value local service from people they can reach easily either by phone, email or see face to face.

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