Study Finds Travelocity To Be The Most Responsive Major Full-Service OTA

Travelocity’s “Customer 1st Guarantee” Delivers Best-In-Class Service to Travelers

DALLAS, Feb. 28, 2017 /PRNewswire/  The core premise of Travelocity‘s mission is to “be the customer’s champion throughout their journey.”  In 2016, Travelocity® launched its “Customer 1st Guarantee”, a promise to customers that Travelocity will be available 24/7 to quickly and accurately resolve the most pressing issues that travelers have before, during and after their trip.

With a focus on social media channels, the “Customer 1st Guarantee” team fields thousands of inquiries per month, and a recent study commissioned by Travelocity and performed by leading social media analytics firm Socialbakers demonstrates that Travelocity’s “Customer 1st Guarantee” is delivering the fastest response of any major US full-service online travel agency.

According to Socialbakers data for the third quarter of 2016, Travelocity’s Customer 1st Guarantee team responded to requests for customer service on Facebook faster than any other full service US online travel agency — within 23 minutes on average. The story was the same for Twitter where the Travelocity Customer 1st Guarantee team was also the fastest, responding within 15 minutes.

“When we first launched the Customer 1st Guarantee, our goal was to provide best-in-class customer service to travelers, so while we expected to find that Travelocity would be ranked as the most responsive online travel agency, we were pleasantly surprised to see the sizeable margin between ourselves and the next-closest competitor,” said Naaz Nichols, Sr. Director, Customer Contact. “But we are not resting on our laurels as we continually look for ways to make the Customer 1st Guarantee even better and remove even more roadblocks between travelers and their passions.”

By focusing on social media channels, Travelocity is making it simple to connect with the Customer 1st Guarantee team through a variety of channels and devices whenever and wherever the need is the greatest. While the Customer 1st Guarantee serves customers in all stages of the journey, including before and after the trip, Travelocity’s best-in-class response time is most valuable during travel - when an immediate response is critical.

“When we connect with a customer and are able to quickly resolve what could otherwise be a travel nightmare, we know that we have made a fan for life,” continues Nichols. “While there may be value in collecting stars or points for purchases, real long-term loyalty is most effectively built through exceptional customer service.”

About Travelocity

Travelocity encourages travelers to “Wander Wisely™” and is dedicated to being the champion of the customer with its Customer 1st Guarantee, making the traveling experience both simple and memorable with competitive prices, 24/7 customer service and more. Based in Dallas, Texas, Travelocity is owned by Expedia, Inc., one of the world’s leading travel companies, with an extensive brand portfolio that includes many of the world’s leading online travel properties.

About Socialbakers

Socialbakers is the trusted social media analytics partner to thousands of enterprise brands and SMBs, including over 100 companies on the 2015 Fortune Global 500. Leveraging the largest social media data-set in the industry, Socialbakers’ suite of solutions helps brands large and small ensure their investment in social media is delivering measurable business outcomes.

With over 2,500 clients across 100 countries, Socialbakers is one of the industry leaders in social media analytics, tracking over 8 million social profiles across all major social platforms including Facebook, Twitter, YouTube, Instagram, LinkedIn, Google+, and Socialbakers has been a Facebook Marketing Partner since 2011. For more information, visit

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Keith Nowak