How To Utilize Email Response Time To Rebuild in The Travel Industry Post-Pandemic

The travel and tourism industry is huge. particle! Its contribution to global GDP in approximately 2020 was 4671 billion US dollars. Hotels, transportation, attractions, and tour operators contribute to this statistic. Multiple travel restrictions and consumer skepticism because there is no clear end to the pandemic, has led the industry to be one of the sectors hardest hit last year. The number of international tourist arrivals has decreased 73% Hopes for a quick recovery were dashed by the delta variable, which seemed to be more prevalent than its predecessors.

Vaccination programs around the world breathed new life into travel in early 2021. However, according to the World Tourism Organization, the future should not be viewed from a pre-pandemic perspective. One of the effects of the pandemic on life as a whole is that people are thinking carefully about the destinations they intend to visit.

Governments in regions that rely heavily on tourism are reinventing themselves. in a Costa Rica For example, a continuous shift towards ecotourism is taking place, with an emphasis on conservation and local job creation. The country has also seen an influx of nomads in search of pearly white beaches where they can enjoy the scenery and culture while living and working.

This boom represents a similar trend All over the world with countries creating unique visas to include adventure trips and health tours to be more attractive.

Destinations are changing their marketing activities to attract these unique visitors. They must present themselves as a safe site for covid-19 without making regulations appear disruptive; It might scare away potential travelers. Vaccine passports, quarantine regulations and airport checks seem to be here to stay. The way tourists and everyone else in the travel industry value chain share this information is likely to change for the foreseeable future.

While implementing these innovative strategies and changes, email response time will play a vital role for service providers. This is a result of the back and forth nature of the conversations that occur in the industry. The customer will need to have all the information about the above restrictions and regulations. Moreover, they will need the questions that they answered in a timely manner.

Why is it so important?

There is no denying that an early reply to an email is an indication of a poor customer experience. According to SuperOffice, the average response time for customer service responses is 12 hours and 10 minutes. but, 88% of clients expect to receive a response within an hour. Customers need to feel appreciated to become loyal customers; They want to know that their work is appreciated. If they feel neglected, switching to another provider will not be a difficult decision and in today’s world, alternatives are just a click away.

Despite the rise of digital platforms such as Airbnb and that enable travelers to make reservations without human interaction, millennials are turning towards personalized solutions. 34% Among them are those who prefer to buy the services of an agent, as 60% of them are happy to pay more for experience. They want to focus on the experience and not be bothered by tedious tasks such as researching travel requirements in different countries, booking a coronavirus test, or coordinating airport transfers.

With millennials continuing to influence industry trends, along with the fact that they aren’t the most patient group, email response time is not a metric to ignore in a post-pandemic world. What distinguishes email as a customer retention tool is its nature to create dialogue.

You’ll go with your customer back and forth, confirming details and getting approvals before you finally book a flight. Social media is fast-paced to do this effectively and discreetly, while phone calls leave room for things to fall through the loopholes because there is no written record. In the travel industry, in particular, customer requests such as changing a delayed reservation or a last-minute need to get on a flight are time sensitive. You cannot be slow in your response.

In terms of business travel, trends are towards fewer trips with longer stays. This will be characterized by a post-pandemic desire to spend fewer hours in the sky, underscored by sustainability which is having an increasing impact on corporate travel policies. Business travelers are more likely to combine several flights into one.

This will allow them to add personal days to improve their experience. Once again, email response time will be vital throughout the now longer medium business trip. Primarily because of coordination between the moving parts: sophisticated travel restrictions, the traveler makes their decisions on the go, and approvals from the head office among many others.

Time response to rescue

Our solutions allow teams working in travel to track average response times from within Gmail, Outlook and CRM platforms Like Hubspot and Salesforce. You’ll be able to see how long team members take to respond to emails and how many emails were missed with real-time alerts. As a result of our solutions being easy to integrate, this is an easy and fast way to improve the customer experience. By measuring the email response time of customer service teams in your travel industry, your customer satisfaction metrics will undoubtedly rise.

In addition to monitoring response times for individual team members, we also provide insight into performance for the entire team, per domain or per shared inbox and distribution list. This allows you to get finer details when examining multiple data points such as external and internal connections.


Sateguru Travel, a global travel company, is currently using the timeline to enable its operations teams to track their agents resulting in loyal clients. Before working with us, they had a huge ticket system with a heavy interface and very time consuming when it came to extracting reports. They have easily integrated time response in over 200 mailboxes which has improved efficiency across the board.

Join them! Take your business to the next level by signing up for a free trial here.

Email for remote work in travel

During this period of large-scale remote work, email will come to the fore as a collaboration tool. As mentioned earlier, a bad customer experience can be determined by the length of time it takes the service provider to respond to the customer.

Expecting the service provider to respond in a timely manner is only becoming more important as a result of working remotely. This is because everyone on their computer or on their device is actively waiting for a response to their request.

According to a Global Workplace Analytics report, the proportion of remote workers has seen a 150% increase. This number is set to rise only by 2028, when 78% of the total teams in the global workforce will be including remote workers. Here are some steps you can take to manage your remote team more effectively:

  1. Set deadlines and set expectations
  2. Pre-set contact deadlines
  3. Raising the level of technological innovations
  4. Take advantage of graphics and visuals
  5. Avoid fine details

Read more about our five golden rules for effective communication between remote teams here.

Email response time in the travel industry at a glance

Tracking email response time is an effective way to maintain a high level of customer satisfaction. It plays a big role in setting performance standards. Now more than ever, time is literally money and for companies in the travel and tourism industry, something as trivial as waiting for a customer too long for a response could be the difference between your next sale or your next loss.

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