We recently commissioned a survey to take the temperature of travellers’ preferences, especially when it comes to tech. We’ll be publishing those results in full soon, but in the meantime, one data point I can share is that travellers prefer human help over a virtual assistant when planning a trip, but most want access to both equally. According to the survey, about 23 per cent of travellers want a human travel agent, 18 per cent prefer to rely on a virtual travel assistant, and 51 per cent want both.
But what happens when trip planning is done, and you’re off to your vacation?
Customers – especially in a post-Covid world – are seeking a protector, companion and champion from takeoff to checkout. A desire for best-in-class support is heightened when things go amiss. We know this – which is why our support team is available 24/7, even on weekends and holidays, and available in every possible way: phone, email, in-app chat and WhatsApp. On average we respond to customers in a matter of a minute or two.
This comes in handy for online travel agencies [OTAs], cruise lines, hotels, resorts, travel advisers and property management companies when extreme weather hits [for example during hurricane season] as our team will help customers find alternate arrangements, new flights and more, relieving hospitality providers of that burden in order to deliver calm in a moment of chaos.
The security of having a travel insurance provider that can act as an extension of your team doesn’t just fall on customer support – it’s also about financial security.
Modern travel insurance companies provide a financial backstop and clarity for your accounting function as you no longer have to worry about refunding reservations or coordinating care if and when covered reasons occur, creating a moment in which trip protection has both consumers and your business covered.
Travellers might be the ones on vacation, but travel partners deserve peace of mind too.
- Automate processes that give travellers the biggest headaches [or find partners who will do it for you]
This brings me to my last suggestion – find ways in which you can automate and ease consumers’ biggest pain points. When it comes to travel, and extreme weather impacting trips, usually the biggest snafu is finance-related – from filing claims to getting reimbursed in a timely manner. Because let’s be honest: no one wants to pay for trip changes, or for unplanned expenses, out of pocket as these can equate to hundreds or thousands of dollars.
We’ve improved the often frustrating claims process by completely digitising it – from claim submission to payment. Faye travellers can upload their claims in minutes via our app. Once approved, funds are sent in seconds to the traveller’s dedicated Faye Wallet, available for immediate use. In common travel inconveniences – like flight delays – this is a super delightful, and quick, experience.
How it works: our team approves a claim, sends funds to our secure, digital debit card Faye Wallet, which travellers can add to their Apple or Google Wallet. They can use the funds immediately by tapping to pay, or they can transfer them directly to their bank account.