A new expansive consumer survey has revealed that people are not completely satisfied with the performances of travel apps and airline apps on their phones. At least 40% of all airline and other travel apps are slow to load and rigged with glitches. These include sectors like hotels, airline, travel agent, car rental apps where low level of customer satisfaction has been found.
Industry research company, JD Power surveyed around 12,000 customers to get the hang of how is the customer experience in using these apps. During the survey it was found that ease of use is especially hampered when the apps crash at unexpected times or fail to respond when needed. Nowadays, these apps are replacing everything from boarding passes, car rental and hotel room keys or vouchers of some sort that is redeemable at appropriate check points and the apps’ slow response or the fact that it crashes at the very appropriate moment when the customer needs it is becoming an increasing issue for customers almost all the time.
Travel app satisfaction is far below customer financial apps or banking apps both of which have a lot higher level of utilization. Reportedly, only 58% of hotel apps and 62% of airline apps have scored adequately when it comes to overall satisfaction which is the most important factor in most cases in terms of determining Key Performance Indicator (KPI).
The online airline apps, on the other hand, get kudos from the customers. The alert feature in most of these apps is something that is very useful to the customer. They get notification when check-in opens in airports or otherwise web check-in facility is nowadays, one of the most used features with any airline anyway. Moreover, these apps quickly prompt instructions like the customer should move their boarding pass on their wallet apps, or sending notifications when a flight is delayed. These are some of the features which have been voted useful by customers during the survey.
