trip action customer service

TripActions

A detailed review of TripActions' travel and expense management software with pricing, comparisons to competitors, and FAQs.

Updated on January 6th, 2023

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TripActions is travel and expense management software designed to automate company spending tasks with auto-categorization, built-in policy controls, and real-time expense reporting. The platform serves a global network of more than 8,800 small and mid-sized businesses.

Also Consider

Zoho expense.

Free plan for up to 3 users

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Robust integrations

At-a-Glance:

TripActions offers businesses a wide range of user-friendly, automated travel and expense management solutions to efficiently plan, track, report, and manage company spending. The platform aims to blend modern technology with top-notch customer service for streamlined travel booking, itinerary management, and expense reporting.

The software includes an online booking tool, as well as corporate smart cards, travel policy controls, accounting integrations, spend reporting, travel deals and rewards, and global client support. With both free and paid plans available, the platform is an affordable choice for users in search of robust travel and expense management.

• TripActions is used and trusted by more than 8,800 global companies, including Loom, Pinterest, and Shopify.
• The platform's online booking tool makes trip planning a breeze with seamless mobile connectivity and powerful reporting.
• Users gain access to physical and virtual corporate cards with built-in spending limits and unlimited cashback.
• Several expense tasks, such as custom approval flows and receipt capturing, can be automated for increased efficiency.
• Companies benefit from exclusive travel deals and rewards, thanks to the platform's dynamic integrations and partnerships.
• TripActions features a centralized dashboard from which users can access real-time expense reporting and spend visibility.
• The software integrates with various accounting platforms, offering automated approvals, reimbursements, and GL syncing.
• Companies can create a sustainable business travel program with educational information and resources on offer.
• Other tools include itinerary management, auto reconciliations, traveler safety protocols, and a mobile app.
• The platform has multilingual customer support available, as well as access to travel agents and product specialists.
• TripActions does not offer a free trial.
• Only the more costly plans include custom accounting integrations and 24/7 customer support.
• Users need to sign up for the service before they gain access to pricing.

Reputation:

On G2 , TripActions has a 4.7-star rating based on more than 5,300 reviews. The majority of users praised the software's responsive customer service, ease of use, and calendar syncing capabilities. However, some reviewers were disappointed in the platform's limited European customer support and lack of robust search functions.

On TrustRadius , the platform has a score of 8.9 out of 10 based on over 50 reviews. Many reviewers were satisfied with the mobile app and competitive booking rates, while various users mentioned that the website can be difficult to navigate.

TripActions' mobile app has a 4.8-star rating based on more than 3,000 reviews on the App Store , with most reviewers approving of the app's easy-to-use tools. On Google Play , the app has a 3.8-star rating based on over 470 mixed reviews, with users noting both its clean interface and subpar filtering capabilities.

While TripAction's pricing isn't readily available on its website, the platform offers a free Startup plan, which includes travel and expense management tools, for up to 50 monthly active users. Companies interested in learning more about the platform's pricing should schedule a demo .

TripActions Packages:

1. travel only..

Ideal for businesses solely interested in travel management, the Travel Only plan includes travel booking, exclusive flight and hotel deals, custom travel policies, reporting, and travel information dashboards. Users can also access the platform's 24/7 global concierge service, which will incur a fee of $25.00 to speak with a travel agent.

2. Travel & Expense.

The Travel & Expense package is suited to businesses with up to 100 employees and is free for up to 50 monthly active users. The plan includes a 2% cash back on U.S.-based, non-corporate negotiated hotel rates, as well as a 1% rebate on all other U.S. eligible rebates spend per term.

The package comes with automated expense management and reimbursement tools, as well as standard accounting integrations, default expense policies, real-time spend reporting, and unlimited physical and virtual corporate cards.

3. Professional.

The Professional plan is tailored to larger companies with over 100 employees and includes everything from the Travel & Expense plan, along with custom accounting integrations, international card issuing, global points of sale, corporate negotiated rates, VIP traveler support, and free live agent support.

Standout Features:

1. tripactions liquid..

TripActions Liquid provides finance teams with robust spend management solutions built to drive savings, productivity, and compliance. Expense policies are programmed into the platform's corporate smart cards for a user-friendly and automated process, from swipe to reconciliation.

With a custom policy builder available, the tool allows managers to set spending controls and proactively prevent policy violations. Admins can then tailor the policies based on role, expense category, business context, and more. The smart cards are also pre-loaded with spending limits, ensuring compliance and real-time transaction visibility.

Travel booking tool.

The platform's online booking tool is ideal for frequent travelers in search of an intuitive business traveling experience. The service uses AI-driven solutions to personalize search results based on user profiles, and loyalty preferences. The platform also has a world-class travel inventory that users can access to search, book, and pay.

The tool toggles seamlessly between desktop and mobile environments, ensuring trips can be booked from the office or the road. For companies with international locations, the team travel service allows admins to create in-person group meetings to strengthen internal collaboration and bolster company culture.

TripActions vs. SAP Concur:

Similar to TripActions, SAP Concur offers automation, expense tracking, and multicurrency support. While TripActions is a good choice for users in search of robust travel management tools, SAP Concur may be the better option for invoice processing and vendor payments. However, only TripActions offers corporate cards.

TripActions vs. SAP Concur Comparison:

Tripactions vs. travelperk:.

TripActions and TravelPerk both offer robust corporate travel management solutions, but of the two sites, TripActions is more feature-rich, with additional expense tracking, approvals, and reimbursement tools available. Both platforms have a free plan and 24/7 global customer support.

TripActions vs. TravelPerk Comparison:

Tripactions vs. expensify:.

Of the two platforms, Expensify offers users a greater variety of expense management solutions, including multilevel approval workflows, custom GL coding, built-in accounting services, and mileage tracking. However, TripActions is better suited to companies in search of more comprehensive travel management tools.

TripActions vs. Expensify Comparison:

Key information:, news & activity:, what does tripactions do.

TripActions automate and streamline corporate travel and expense management with user-friendly tools, including online booking technology, spending policies, corporate cards, approvals, reimbursements, and team travel management.

What does TripActions cost?

While TripAction's pricing isn't readily available on its website, the platform offers a free Startup plan. Interested companies should schedule a demo for more information.

Is TripActions a unicorn?

In 2019, TripActions was inducted into the Global Unicorn Club, meaning it reached a valuation of more than US$1 billion.

How do I contact TripActions support?

Users can reach TripActions' customer support via live chat , email , and telephone .

What are some TripActions alternatives?

• Zoho Expense .
• Emburse Certify .

TripActions is now Navan

• #132 in Business
• 4.8 • 8.6K Ratings

iPhone Screenshots

Description.

TripActions is now Navan — and it’s on a mission to make travel & expense easy. Step one: all your bookings and purchases are now in a single, unified app. Make trip changes in seconds • Easily make changes or cancel your trip. If you need to talk to someone, the support team at Navan is always available. Find your travel itinerary • Navan organizes all of your trip plans in one comprehensive itinerary so you’re not scrambling to find bookings or receipts, even when you’re offline. Hit your hotel and airline loyalty milestones • Earn points on your preferred hotel and airline loyalty programs, whether on work or personal trips. Earn rewards when you travel • Navan Rewards gives back when budget-friendly options are booked for work. Redeem rewards for gift cards, personal travel, or business travel upgrades. Expenses on auto-pilot • Navan corporate cards automatically capture and categorize transaction details so there’s no need to submit most expense reports. Manage and track expenses in one place • Easily submit out-of-pocket expenses for reimbursement and track expenses as they happen in real time.

Version 8.29.1

Bug fixes and performance improvements

Ratings and Reviews

8.6K Ratings

Simplicity with the Class of the Larger Sites

Our company shifted to TA earlier this year as a means of standardizing our business travel. Admittedly, I was a little hesitant at first, but soon realized that I can continue to leverage my loyalty programs and be rewarded with funds for personal use by helping reduce our travel budgets. What a novel idea, reward the employees who are driving lower costs. It’s almost become a game to see how much I can save (and earn). When weather impacted my travel earlier this year, I was stuck in a non-hub city to my preferred airline and actually booked on another. When the major airline essentially left me to fend for myself in a line that took more than two hours, TA held a seat for me on a rerouted itinerary, cancelled a rental car reservation and even contacted the hotel I was booked at in another city to cancel my reservation and ensure I received my deposit back. That was a level of service I’d expected from an elite loyalty desk, instead of a small business’ contracted app-driven travel partner. I’m glad TripActions is our choice partner for travel. I don’t ever want to change back to o e of the bigger groups. They’ve made a believer out of me and enabled me to “up my game” in delivering better service to my clients. Travel is solved.

Something changed for the worst!

TripActions used to run this service and since they rebuilt the App for Navan is has been nothing but challenges. It took me over 2 hrs to book a simple hotel stay. The app seems to CONSTANTLY refresh the home page which makes it near impossible to click on a trip to view details in between flickering images, then crashes constantly when trying to select rooms. Lost count in my last experience as it was well over 10 attempts to search the hotel I knew I was going to stay in, select the room, and get through checkout. A ridiculous missing features… you cannot copy a hotel address to paste into your favorite navigation app! Why? At least let the user select which app to open instead of monopolizing Google Maps. Two stars for nice manager overview for team leaders and a clean overall look and feel so not a complete waste of phone memory. Also has some benefits for notifications and flight info. I tend to use the service provider apps for flights but Navan is about equal to theirs.

Unreliable and SLOW customer service

My flight was changed without my consent to a time that I cannot make due to work schedule. I spent 6 hrs on the chat function with agents trying to change it. The chat is extremely slow, it takes an average of 4 to 5 mins for an agent to respond to a question, during that time my phone shuts down because it’s an unbelievably long time and the agent writes the reply to that one question then says: it seems that you are not active, I will exit the chat! When I come back I have to start a chat again, which also takes 3-5mins. I needed 6hrs to make a simple flight change! In the end I was given my old flight back, the one I was taken out of in the beginning which they told me it was “canceled”, turns out it wasn’t and I got it again! Customer service is horrible, I will be actively telling my colleagues not to use this app for business trips because it’s an unnecessary stress! I almost missed my return flight due to this and was facing the possibility of paying for a hotel for another night, don’t use it if you don’t want to spend 6hrs of your trip time trying to talk to customer service to fix an issue they caused.

App Privacy

The developer, Navan, Inc , indicated that the app’s privacy practices may include handling of data as described below. For more information, see the developer’s privacy policy .

Data Linked to You

The following data may be collected and linked to your identity:

• Contact Info
• Identifiers

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The following data may be collected but it is not linked to your identity:

• Diagnostics

Privacy practices may vary, for example, based on the features you use or your age. Learn More

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English, Dutch, French, German, Italian, Polish, Portuguese, Spanish, Swedish

• Developer Website
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• Privacy Policy

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TripActions   Reviews

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Reviews 2.5.

Most relevant

Very disappointing experience -Don't use them

Very disappointing experience. Misleading advertisement, advertise that price did include taxes and compared prices against hotles.com where the price did included taxes as well. Booking confirmation did tell as well that taxes are included. Arrived in the hotel and had to lean that the rate was without taxes. Tried to contact customer service, chat did not work as it is just AI chat bot. unfortunately the customer support via email was not helpful either, as they just send out senseless info that was not related to the case. Customer support on the hotline was friendly but tried to convince me that taxes are feels (like resort fees, parking garage, …) and these fees have to be paid separately to the hotel. That fact that the confirmation did tell that taxes were included was neglected. Thus the lady could not help neither. No feedback till today… Don’t book via them unless you want to be cheated…

Date of experience : April 18, 2024

Horrible, incompetent customer support

Navan / Tripactions customer support is terrible. The agents they use are often poorly trained, cannot understand anything besides the most basic of issues, and are unwilling to assist. God forbid you have ANY issue that requires effort or intelligent thought, because they will tell you to call the airline or car rental yourself to fix your problem. And then the airline or car agency will tell you that it was booked with a third party and all changes would need to be made with the travel agent. It's a horrible user experience when ANYTHING goes wrong, and they don't give a care about the customer. I loathe them with my entire body.

Date of experience : April 23, 2023

TripActions in Central Europe is terrible

Writing about my experience using TripActions in Central Europe: the fares are 400% (!) of what I would pay if I booked at the airline directly. Where in earth do these price increases come from?

Date of experience : October 29, 2022

false promises

> We know your time is valuable; as a thank you for completing this 5-question survey, we'll send you a $10 Amazon gift card.* Yeah, there was never any $10 gift card for filling out the survey. I waited two weeks. Nothing at all. If they can't even get this right, why would I trust them with my business?

Date of experience : January 31, 2023

Besides the extortionate fees they add on bookings and not displaying them anywhere in the booking process, only visible on the invoice, the platform is not showing all flights you would get by searching directly on the airline websites or other flight aggregators. Terrible user experience in the application, lots of error messages thrown forcing you to contact their support team, only to be advised to book off the platform. Mindblowing!

Date of experience : July 27, 2022

One of my favourite pieces of the Ops…

One of my favourite pieces of the Ops stack. Can be a bit of a pain to get them to allow monthly rather than point billing but have saved our admin team a ton of time

Date of experience : January 28, 2022

From $0 in revenue to a $7.25B valuation: Why TripActions’ $275M raise has fintech to thank

Prior to the COVID-19 pandemic, TripActions was primarily known for merging many  aspects of corporate trip booking — flights, hotels and rental cars — with expense tracking.

But Palo Alto-based TripActions was among the startups that was hit very hard by the COVID-19 pandemic. In fact, the global crisis resulted in its revenue dropping to $0, according to CEO and co-founder Ariel Cohen. In March 2020, the company made headlines for laying off nearly 300 employees in the face of a slowdown in business related to the pandemic.

It was at that point that TripActions made the decision to accelerate the timeline for its fintech expense product, TripActions Liquid, which had launched only a month before the pandemic. As the pandemic led to increased digitization across the board, employees were suddenly making spend decisions from outside the office and more merchants were accepting digital payments.

“We realized quickly that we needed to meet the needs of our customers to manage not only travel spend, but all employee spend of company money,” Cohen told TechCrunch. “We knew that employees were dispersed and that, instead of travel, they would now be expensing home office equipment and virtual software. And so we broadened the types of expenses employees could submit.”

That pivot has proven to be a smart move for the company, which today announced it has raised $275 million in a Series F “growth” funding round at a $7.25 billion valuation. Greenoaks led the financing, which also included “strong participation” from Elad Gil, Base partners and “all key existing financial investors.” Previous backers in the company include Andreessen Horowitz (a16z), Zeev Ventures, Lightspeed Venture Partners and Group 11.

TripActions closed a $155 million Series E investment earlier this year at a valuation of nearly $5 billion. With the latest round, the company has raised a total of $1.3 billion since its 2015 inception — about $780 million of which was secured during the pandemic.

TripActions raises $155M at $5B valuation as corporate travel recovers from pandemic lows

The latest financing is notable for a few reasons. For one, it signals an expansion for TripActions from being a primarily “corporate travel” startup to also, more broadly, a spend management company. This means it is in the same category as fast-growing fintechs such as Brex and Ramp. But the biggest difference, in Cohen’s view, is that those two companies “ are disparate from travel” and thus focus more on SMEs while TripActions is more focused on enterprise companies.

“Just as TripActions continues to disrupt the corporate travel market, TripActions Liquid is set to replace traditional spend management solutions,” he said. “No other company is able to provide a single, unified T&E [Travel & Expense] solution for enterprise companies on a global scale.”

Today, TripActions has more than 5,000 customers, including Crate & Barrel, Wayfair, Pinterest, Lyft, Zoom, Toast, Amplitude, Ancestry, Box, Axios, SXSW, Glassdoor, SurveyMonkey, Lennar and Qualcomm.

While Cohen declined to reveal hard revenue figures, he said TripActions has now exceeded pre-pandemic levels in terms of booking volume and revenue. The startup, Cohen added, has more than doubled its aggregate travel budget under management, while expense budget under management grew 1,400% over the same period. And, in the past six months, TripActions Liquid has recorded more than 500% growth in transaction volume and nearly 400% growth in active users. Recent enterprise customer wins include Heineken, Snowflake, Thomson Reuters and Adobe. 

TripActions presently has 1,500 employees compared to about 800 when it conducted layoffs in March of 2020.

The company plans to use its new capital primarily to double down on TripActions Liquid, its fintech payments and expense management solution, with the goal of expanding more globally.

It is also planning a “deeper” investment in Reed & Mackay, an agency that it recently acquired that provides high-end support (including VIP and M&E for TripActions). TripActions is also planning a broader expansion in Europe, which has grown to represent 30% of its business. Specifically, the company intends on adding more than 150 headcount in the United Kingdom, Israel and across Europe this fiscal year. 

The company also plans to continue to invest in core travel with the goal of becoming “an essential tool for companies as they enter the future of work.” In particular, it will continue to ramp its personal travel booking offering, Lemonade, which Cohen says has grown nearly 10x in booking volume this fiscal year.

“A sea change is underway in the corporate travel and spend industries as companies look for powerful and streamlined travel solutions in the post-pandemic economy,” said Neil Mehta, founder and managing partner of Greenoaks, in a written statement. “TripActions is rapidly gaining traction among some of the world’s largest enterprises, and no company is better positioned to lead the way as global travel recovers.”

Investor Elad Gil, who recently raised his own fund, describes TripActions as “an N-of-1 company in a massive TAM.”

The company has executed well and continues to do so, he said.

“You’re starting to see corporate travel snap back, and TripActions is well positioned to capture the opportunity,” Gil wrote via email. “And, new add-on businesses like Liquid are scaling nicely.” 

In general, he believes the startup offers “lots of great features to make the travel experience much better, including clever features around COVID-related trip planning.”

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Contact Navan Support

About: Now boarding! Your company has selected TripActions and traveling for work just got so much easier. Welcome to your one stop travel shop.

How to Contact Navan Customer Service/Support

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NOTE: If the links below doesn't work for you, Please go directly to the Homepage of TripActions, Inc

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E-Mail: [email protected]

Website: Visit Navan Website

Reported Issues: 4 Comments

TripActions is a disaster. Avoid at all costs. Customer service is non-existent. Details on hotels and flights (AND TRAINS!) are far too light on details. The ability to choose things without going through live chat is a nightmare. In short, nothing will piss your employees off more than having to use TripActions. I actually stopped traveling for work (when I used to be the air 3 weeks out of every month) because I had to use this terrible service.

Truly aweful

I didn’t think anything could be worse than concur and yet this is. Worst aspects—hotels—sometimes there are 2 within policy other times many. When there are few they are bad no name hotels. I have never been offered a gift card that they speak about. Prices often worse than the hotel website. Flights—awful seats that are available on the airline website not available here. Prices are either the same or worse than the airline website. I even gave my travel department a screenshot of an airline website and the trip actions website at the same time showing trip actions costing $75 plus more for the same flight. They said they don’t price match and wouldn’t refund the difference. All this, and yet my company has to pay a booking fee for this horrible interface. This review is long enough so I won’t tell you about the rental car woes. I can’t believe my employer was suckered into using this product—all who travel frequently in my office despises it.

By travel_guy123

Can leave you stranded and misquote prices

I am a very frequent traveler. In the last two months of TripActions it has misquoted a car reservation. I paid a higher price since it stated it included insurance. It didn’t. I was driving from Prague to Zurich and needed a hotel last minute in Munich to stay the night. All hotels (Holiday Inn was only $75) came in overpriced and couldn’t book. Tried to book companion for a flight to Florida. My ticket went through. Hers did not. Still charged me $25. Had them rebook amd they charged me $25 again for her. Now I can’t link the reservations so I am the only one who can upgrade cabins and I can’t change her seat. I told them I didn’t want the ticket if I couldn’t merge the reservations. They bought it anyway. $25 more. $25 more to cancel it since they couldn’t be linked after all. I can hotel prices cheaper directly on the hotel websites.

TripActions is a dumpster fire. Booking for more than one traveler is nonfunctional, even when you go through the entire process of selecting flights and seats for multiple travelers. The system crashes with an error that the flights could not be booked, but then when you go to try again, you get an email that the original booking was made successfully, so now you’ve booked twice after a botched notification that it failed. Chat support is not helpful and serves to redirect you to the airline for all their problems. Flight rates change every 1-3 mins and almost never matches what the carriers show on their own websites or other reputable networks like Priceline, Google Flights, etc., which makes TripActions unreliable. 10/10 would not recommend.

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What is customer service in travel and tourism? Quick-start guide

Global travel is booming — especially since COVID. The travel industry contributed $7.7 trillion U.S. dollars to global gross domestic product (GDP) in 2022 alone.

Travelling the world is an incredible experience. And the business opportunity within the travel industry is just as impressive. But, if you’re not offering great customer service, it can be a nightmare – both for the traveller and for the business.

If you want to ensure you reap the benefits of the growing travel industry, you need to know how to provide optimal customer service. In this guide, we’ll break down how to optimise your customer service in travel and tourism so you can grow your business.

What is customer service in travel and tourism

Travel is one of the most powerful industries in the world. With billions of dollars spent annually on tourism, there's an opportunity to capitalise on the industry for customer service that stands out. But, if your customer service is failing behind in travel, then your business will fall behind.

Travel and tourism is built on the foundation of great customer service. The reason it’s different from other industries?

Customer service in travel is incredibly timely. People are moving to and fro on set timelines and schedules and one hiccup or error could send their entire trip down the drain.

So service has to be fast in order to succeed in travel. On top of that, people expect superior customer service because there’s a lot more money on the line.

Customer expectations for the travel industry experience

The average household spends about $2,100 on travel each year . When people book trips for thousands of dollars, they expect great service. If something were to go wrong, it would be an incredible loss.

In travel, customer experience is arguably more important than advertising. This is because the customer experience fuels the entire operation. If a consumer has one bad travel experience, they’re telling everyone they know. That’s why poor travellers customer service experiences on airlines blow up on social media.

But, if you’re able to offer great service, customers will spread the good news themselves. Great customer service in travel impacts word-of-mouth marketing, which can lead to exponential growth or collapse in business.

The evolution of customer service in travel

20 years ago, if you wanted to book a trip across the world, there was only one way: travel agents. You would drive across town to your brick-and-mortar travel agent, and look at your options. Then, you’d book a trip, get your tickets, and wait until it was time to show up to the airport.

Your travel agent did it all for you. Nowadays, customer service in travel is much more self-service. You can do it all right from your smartphone – no matter where you are.

Customer service within travel for 2024

10 years ago, you had to call in or wait for a response from a customer service agent. But, as technology advanced, so did the speed at which customer service teams could help people.

Consumers can now book trips quicker, analyse prices easier, and get their questions answered in seconds without having to drive 20 minutes across town – or without having to wait 10-30 minutes to get through to someone on the phone.

Thanks to technology like AI and chatbots, consumers are able to get the help they need the moment they need it. Social media allowed for even quicker responses. But, there was one problem: with so many ways to get a hold of a company, it became incredibly challenging for travel companies to manage all the conversations on different platforms.

But now, with customer service platforms like Trengo , travel companies can serve their customers instantly without letting their inquiries slip through the cracks.

Because software like this will show every single conversation in one place: whether it’s coming from email, Instagram, Facebook messenger, or from your chatbot.

Key components of effective customer service

If you want to remain competitive with your travel business, you need to offer good customer service. But, if you want to grow as a business, you need to offer customer service that goes above and beyond.

Here’s how to improve customer service in travel agency and other tourism companies:

Speed and reliability

Quick responses are a given for any successful travel business today. You need to offer fast replies to inquiries in order to be seen as reliable.

Kind and courteous

Customers don’t just want fast responses with the right information. They want to feel that you’re empathetic towards them. They need travelers customer service teams to be kind, courteous, and understanding. 

Looks matter

This doesn’t mean your team needs to be attractive. It means you need to have great branding – and it needs to be congruent with your service. Keep a professional website, and chatbot, and ensure your team is writing and speaking professionally with customers.

Personalisation

Modern customer service chatbots allow you to personalise the experience for your customers automatically . You can then take those conversations and let your human support members carry on with the personalised data to serve the customer (i.e. “Are you excited for your upcoming trip to Hawaii, John?”)

Multilingual support

Travel customer service isn’t just about your local travel agent anymore. It’s about global teams serving global customers. You need to ensure you have a diverse, multilingual team to help serve international customers.

Challenges in providing quality customer service

Good customer service isn’t a nice-to-have anymore. Consumers demand more than ever.

A Think with Google study found that great customer service is the number one factor of high-value travellers. Nearly 60% of them admit that customer service matters most to them when picking a company to travel with.

Technology has made it so service is back in the hands of the customer. If you aren’t providing great customer service, you’re going to get beaten out by the competition.

Here are a few challenges in providing quality customer service (and tips to overcome them). ‍

Planning trips

The booking process has become much more technological. You need to offer fast responses to people who are comparing different travel companies.  If you’re not fast, consumers will pick a competitor. Offer a chatbot that responds with personalised messages when your live support team is off the clock.

Help out exactly how consumers want it

Every customer is different. They want to be able to get the help they need how they want it. If you’re only offering one way to contact your team, you’re falling short. You need to offer multiple communication options (i.e. social media, phone number, email, live chat, etc.).

Lack of personalisation

Consumers expect more. This holds true with personalisation as well. You need to ensure you’re collecting first-party data like name, phone number, age, purchases, and booking information. Make sure you’re offering personalised advice and capturing and storing data digitally by using a platform like Trengo .

Technology’s role in enhancing customer service

Back in the day, you had to visit your local travel agency if you wanted to book a trip or ask a question about your booking. Then, you could phone in to call centres. Eventually, that moved to email. Now, technology has enabled fast-paced customer support.

In a 2023 Skift survey of travel and hospitality executives, 66% agreed that customer service was a high-priority digital investment in their business. Customer service beat out every single option, with customer engagement and retention at 60% and revenue optimisation at 55%.

If you want to provide stellar service in your travel or tourism business, then you need to leverage the right technology. Here are a few need-to-haves when it comes to customer service technology:

• Customer relationship management (CRM)
• Customer service software

By integrating all four of these technologies, you’ll have a proper foundation to offer great customer service to your travel customers quickly to keep them coming back for years to come.

Training and development for customer service teams

The right technology can be a major help in your customer service strategy. But, if you’re not providing adequate training to your support, it doesn’t matter how robust your technology is.

Here are some key tips to provide optimal training for your support team:

1. Effective communication

Customer service revolves around one core skill: communication. If your team isn’t able to communicate quickly and effectively, you’ll lose customers. You need to develop communication skills with your team, starting with empathetic listening and tone of voice.

2. Productivity

Offering service that goes above and beyond for a single customer is crucial.

But, if it’s taking all day to resolve a customer’s inquiry, there’s a problem. The reality is that your team needs to be able to handle high volumes of tickets and inquiries to be productive. Otherwise, your time to resolve tickets will slow down and you’ll need to pour more resources into your support strategy.

3. Foreign language training

You also need to ensure you’re training your teams on multiple languages to ensure you can serve a global audience.

For the most part, you should always ensure your team can speak your target audience’s native language. And, you should almost always include English language training as the top secondary language. Or when your team is not there yet, rely on automation, like chatbots, that'll service customers in their own language .

4. Problem-solving

Your customer service team isn’t just there to provide a friend for your customer. They’re working to solve customer problems. Your team needs to understand the fastest path to solve problems. This means having a service playbook at hand, templates to respond to customers, and an internal knowledge base that’s easy to access.

To go above and beyond, you should ensure your team has adequate knowledge of the places you’re offering travel experiences for (and can offer personalised tips).

Measuring the impact of customer service

Customer service is harder to measure than revenue. It’s not always black and white to determine how well a customer was helped.

But, it’s not impossible.

There are key metrics you can (and should) measure to determine the impact of your service:

Customer satisfaction score (CSAT): After an inquiry, ask every customer “How satisfied were you with [company] and [customer service representative]?” Give a scale of 1 to 5.

Net promoter score (NPS): This is one of the most common customer service metrics. Simply ask your customers, “How likely are you to refer us to a friend?” Then, give them a scale of 1 to 10.

Average resolution time (ART): This is simply the average amount of time it takes for your customer support team to fully resolve a customer’s inquiry. Software like Trengo can track this by individual representatives or by team.

Offer a travel experience that goes above and beyond

Travel is all about the experiences consumers have. Customer service is a major part of the travel experience – and it can make or break a trip.

If you aren’t offering great customer service as a travel or tourism company, your customers will quickly find a competitor to do business with.

By understanding the key concepts of great customer service, providing your team with the right development, and leveraging the right technology, you will be well on your way to providing exceptional service.

Deliver worldwide customer delight

Take your customer experience to the next level, and lean on the right customer service software. With Trengo, you can give your travel customers the best experience possible to ensure they keep coming back for years.

Learn more about how Trengo provides end-to-end travel experiences that lead to world-class holidays.

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