Customer Care at Travelocity

Awhile back, Patty Hagar, Principal Account Manager at Travelocity, and I had a lengthy conversation about blogging, customer care, and employee involvement in issues surrounding Travelocity and customer care. Those of you that read A Sabre Geek know that I have several subscriptions to services that monitor mentions of Sabre and Travelocity. Sometimes those mentions present opportunities to get involved to help resolve sticky customer problems.

I mentioned this to Patty and she thought it would be a great idea for Travelocity to get further onto the customer care bandwagon but was concerned that the number of issues would necessitate hiring additional staff. I told her that couldn’t be farther than the truth. On any given day, I get fewer than 100 mentions and often times, references to Sabre are in the context of sabre rattling or Buick Le Sabre. It takes me no longer that 10 to 15 minutes to review each mention and oftentimes, nothing requires any type of follow up.

So, Patty, the part time blogger, tells me that Travelocity is moving forward with an initiative to get Travelocity employees involved. I’m glad that I was able to help her move it forward and if there’s a lesson to learn, perhaps it’s that the single voice does have influence.

I can’t wait to see what kind of impact a corporate blogging initiative will have.