News

More than three-quarters of people who booked travel online this summer resorted to making a telephone call at some stage of the booking.

According to a survey by call-centre outsourcing operation PPT Solutions, 31% of the 250 respondents booked travel - ranging from a flight, hotel or complete package - online this summer. Where a telephone number was provided for enquiries, 75.7% said they had used it.

The main reasons cited included needing to change a booking (18%), unclear information (13%) and websites that crashed during the booking (9%).

However, the problems did not stop online. When calls were made to travel operators, 46% experienced difficulties, including a lack of product knowledge among staff, or a failure to call them back where necessary.

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