A couple of days ago Seth Godin wrote about how his search for flights on Travelocity did not meet his expectations. He said
Travelocity fooled me. They fooled me because I used to trust them. I used to be able to assume that they'd just go ahead and show me the best flights. I was wrong.
I passed that onto one of my contacts at Travelocity, they researched what happened and concluded the following.
It appeared to be a matter of balancing price versus best flights so they assumed the best priced options were one-stop. They did the search Seth tried and the first option to come up was AA/non-stop/best price. There is an option to filter your search to non-stops via the Modify Search widget but it’s easy to overlook.
Enhancements are on the way that will enable compare and access to non-stop itineraries versus connection itineraries. As a matter of fact, Seth got them thinking about relevance – if a customer continuously filters to non-stops, maybe Travelocity should implicitly default to non-stops for future searches.
Seth, how about a second chance?
