Customers aren't happy with online travel booking, report says

02/27/2013 | Hotel Management online

More people are satisfied with e-commerce websites, but customer satisfaction has fallen 2.6% for online travel, according to a USA TODAY report on the American Customer Satisfaction Index. "There's been a lack of innovation in the category," said Larry Freed, CEO at ForeSee, which helps produce the index. "Consumers are saying that the value they're getting hasn't kept up with how their expectations are evolving." Mobile booking has changed the travel industry and will account for 50% of online flight booking by 2017, this feature says.

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