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How can cleartrip improve its services? by Dinesh Kumar
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How can cleartrip improve its services? |
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E-Commerce
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Though Cleartrip is one of the leading travel booking sites in India, there is still a lot of scope for improvement. One of the main areas is the cleartrip customer care sector. Most of the representatives in this area are unclear of the details concerning the flights and the hotels. Some facility which can make all these details available at their fingertips is required. This would help them to serve the customers better. The call duration can also be shortened. Sometimes the customer care numbers do not work and then the customer is left searching for numbers. This should be avoided at all costs, especially for a customer might be calling about some important detail. The messages that are sometimes sent to the customers, which usually deal with revised flight timings, are found to be incorrect. Such mistakes can cause a lot of inconvenience to the traveller and this will lead to a fall in the goodwill of the firm. The amount of trust that the customers place on the company will fall greatly. Another major complaint on the cleartrip complaint list is related to the hotel room bookings. Though this makes travel booking easier, as you can book your flights and hotel rooms from the same site, this service is not always satisfactory. Sometimes the complete details about the hotel are not available. Some details about the hotel room, which is available on the site, are found to be false on inspection of the room. On the cleartrip site it may be mentioned that the hotel room will have a refrigerator and a balcony. On arrival at the hotel the customer may find out that there is no refrigerator or balcony. Such mistakes can cause great disappointment. One other complaint against cleartrip is that the refunding process is almost always long and winding. The customers who have to cancel the tickets due to a change in travel plans do not get the refunded money within the promised time. The site should avoid such mistakes, especially since the customers money will be stuck unnecessarily. If the money cannot be refunded, as is the case with certain flights, it should be mentioned clearly. Some customers complain that specifics details, like vegetarian food and kid meal, have not been passed on to the flight company. This may cause the customers to lose trust in the site and in future they may prefer to make the bookings directly. This could mean a loss of business to the travel booking site. Some customers also complain that updating messages like a revised flight timing or cancellation of flight, is not conveyed to the customer. Even when such messages are passed on to the customer it is done too late. Sometimes customers have got messages after they have reached the airport. This does not do any good and only leads to more dissatisfaction. If the travel booking sites take care of such details and improve their services they can provide excellent service to their customers and can reach great heights of success. Hence it is important to give importance to customer feedback and take action accordingly.
Related Articles -
consumer complaints, consumer forum, Cleartrip complaint,
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