Last month, online travel agency, Travelocity, held a focus group in their New York office. Eight of Travelocity’s frequent customers were invited to complain and discuss their frustrations and vent over wine and cheese. It’s no secret that the majority of travelers these days are dissatisfied with air travel. Travelocity’s goal with this meeting was to gain input from travelers on what the overall industry needs to do to improve the travel experience. Travelocity wants to make sure the struggling airlines do not drag them down with their mess and they want to work on ways to pick up the slack in customer service.

How do the airlines feel about all these efforts to clean up their mess? David Castelveter, a spokesman for Air Transport Association said that his industry can’t do more given the high cost of fuel. So does this mean that airlines should be forgiven for poor customer service because of high fuel costs? I don’t think so. Airlines should have been updating old planes for fuel efficiency before the drastic price increases.

What’s going on now is that Travelocity is taking accountability for things they otherwise should not be accountable for. Should Travelocity really be holding these focus groups or should the airlines be taking initiative?

Click Here For More Information