7 Proven Strategies to Improve Customer Satisfaction in Travel & Hospitality

Improving customer satisfaction in travel and hospitality goes beyond clean rooms and on-time flights. It has evolved into an art of blending technological efficiency with genuine human warmth. The businesses that excel — whether boutique hotels, local restaurants, or airlines — are those transforming routine interactions into experiences worth sharing.

Let’s explore seven proven strategies that leading travel and hospitality brands use to create these exceptional experiences, backed by real-world examples and actionable insights.

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1. Deliver True Omnichannel Support

Modern travelers interact across multiple channels — from booking platforms to mobile apps, email, and social media. Implement a unified communication system that maintains conversation context across all touchpoints.

Pro tip: Gladly unifies conversations from email, chat, SMS, and social media into a single thread, eliminating the common frustration of customers having to repeat themselves. For example, if a traveler starts a conversation via chat about a delayed flight and later calls in, the agent immediately sees the full context.

2. Leverage AI for 24/7 Personalized Support

Deploy AI-powered solutions to handle routine inquiries so your team can focus on complex customer needs. AI can manage common requests like booking modifications, itinerary changes, and general inquiries while simultaneously collecting data that can help predict and prevent potential issues in the future.

Pro tip: Gladly’s AI handles routine inquiries around the clock, automatically identifying and resolving common requests. When it’s time for a human agent to step in, AI seamlessly transitions complex issues, providing agents with context and recommendations to ensure a smooth and informed handoff.

3. Master Seasonal Demand Management

When summer vacation hits or the holidays roll around, the travel and hospitality world goes from zero to sixty. Implement scalable systems to handle peak period surges without compromising customer service quality. This includes intelligent workforce management for staffing optimization and automated tools to manage high volumes of repetitive inquiries during busy seasons.

Pro tip: Watch as John McCahan, former VP of Customer Care at FTD Flowers, shares proven strategies for preparing customer service teams to excel during high-volume periods.

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Learn Strategies From FTD to Set Your Support Team Up for Peak Season Success

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4. Create Effortless Digital-Physical Experiences

Bridge the gap between digital convenience and personal touch. For example, let guests skip the check-in line with mobile keys but have your staff greet them by name when they first walk in. Create digital itineraries that tour guides can customize with insider tips and local secrets. Make it easy for travelers to modify their bookings online and then follow up with personalized suggestions for their adjusted stay.

Pro tip: Check out CX expert Mara Castro’s (formerly of Warby Parker and Evolve) insights on eliminating friction between physical and digital touchpoints.

5. Implement Real-Time Monitoring and Response Systems

Monitor customer service operations in real time to identify and address emerging issues quickly. Deploy systems that provide immediate visibility into service levels, agent capacity, and trending customer concerns. This allows teams to proactively manage resources and respond to developing situations before they impact customer satisfaction.

Pro tip: Gladly Liveboards allows real-time visibility into customer service operations through dynamic dashboards. Managers can monitor conversation trends, track waiting customers, and identify emerging issues through trending topics analysis. The system shows agent availability across all channels and provides instant performance metrics like interaction times and SLA attainment. This allows rapid response to developing situations — for instance, if wait times spike in a particular channel, resources can be immediately reallocated to maintain service levels.

6. Optimize Pre-Arrival Communication

Customer satisfaction begins well before arrival. Create clear, proactive pre-experience communications that set expectations while building excitement. Provide easy channels for special requests and preferences, and make sure all departments are aligned on customer needs before arrival.

Pro tip: Gladly easily connects with your booking, CRM, and communication tools to bring together key guest data from all platforms. Instantly recognize guests and understand their preferences for truly personalized pre-arrival outreach.

7. Develop Robust Service Recovery Protocols

Even with the best systems, issues will arise. Establish efficient protocols for service recovery that emphasize quick resolution and appropriate compensation. Train teams to handle complaints empathetically and ensure follow-up to confirm satisfaction after resolution.

Pro tip: People Match® drives faster issue resolution by automatically connecting customers to the best-suited customer service agent. Learn how intelligent routing ensures customers reach agents who are most qualified to handle their specific situation while maintaining conversation continuity across channels. People Match® is also able to identify and route VIP customers (based on loyalty status, points, purchase history etc) to the right agents for quicker, white glove service.

The Future of Customer Satisfaction in Travel & Hospitality

The magic of travel and hospitality lives in those unforgettable moments — when a resort concierge arranges a last-minute proposal on a private beach, an airline crew helps calm a child’s first-flight jitters with a tour of the cockpit, or a hotel chef recreates your grandmother’s secret recipe just from a conversation at check-in. These are the experiences that transform a vacation into a story worth telling.

Today’s guest expectations bridge two worlds: they want the convenience of instant digital service alongside these deeply personal touches. The most successful brands understand this balance, using technology not to replace human connection but to enable more of it.

Take Breeze Airways, for example. By embracing a digital-first approach, they’ve achieved 90% of conversations on digital channels and 71% of conversations assisted by AI. This has led to 40% customer growth, while allowing their staff to focus on creating those memorable moments that matter most. Their success demonstrates how the right technology can empower teams to elevate customer experiences.

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Breeze Airways Transforms Guest Care with Digital-First Strategy

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As we look to the future of customer satisfaction in travel and hospitality, the winners won’t be those who simply adopt the latest technology or stubbornly stick to traditional service methods. The true leaders will be those who master the art of using digital innovation to create more opportunities for genuine human connection.

Ready to transform your customer experience? Book a demo with Gladly today.