Global travel search engine, Skyscanner.com.au, has launched a new Quality Ratings feature to help customers make informed decisions when booking flights.
Based on feedback from travellers, Skyscanner’s Quality Ratings highlights the airlines and travel agencies that are currently providing the best customer service.
Research commissioned by Skyscanner, indicated that price accuracy and transparency are the two top areas of concern* for consumers. Therefore, Skyscanner designed the Quality Ratings feature to help travellers make better choices when it comes to the quality of the booking site, the after sales customer support experience and the accuracy of the prices initially shown. The new ratings enable airlines and online travel agents to be scored on their service, just not the price.
Quality Ratings is score out of five and based entirely on Skyscanner customer feedback from the last 91 days. It takes into consideration issues such as price accuracy, additional fees and the booking site’s ease of use, along with the volume of customer complaints. It does not reflect the experience on-board the airline. It is updated on a weekly basis so that travellers can be sure they are basing their decisions on the most up to date information.
Travellers will see the score in the search results for a flight after they choose an itinerary.
Skyscanner’s Consumer Advocate Jon Thorne said, “It has always been Skyscanner’s mission to make the flight booking process as clear, simple and trustworthy as possible, giving customers the knowledge and tools they need to get the best flight available. Part of this means offering unrivalled global coverage, but with so many flight booking partners to choose from, we also hope this will also give them confidence in the company they choose to book with. It is important that our customers are also given key information about the experience they are likely to get, so they can make an informed choice beyond simply the cheapest price.”
“We already work hard to ensure travellers using Skyscanner receive great service from the companies they go on to book with. We actively monitor and enforce standards for fee transparency, upsell, and price accuracy. This rating gives airlines and online travel agents a new tool with which to compete: quality. It is intended to highlight airlines and online travel agencies who really strive to offer travellers the best customer experience, and our pre-launch customer feedback shows travellers ‘trading up’ to those with higher scores. Constant feedback from travellers also enables us to provide feedback to companies on how they can improve their service. We therefore hope the ratings can benefit consumers and the industry as a whole.”