Now you can share airline experience on TripAdvisor

[Foreigner]

Travellers will now be able to post their experiences on TripAdvisor:

You can now review your airline experiences on TripAdvisor | Road Warrior Voices

Link to TripAdvisor guidelines for posts:

https://www.tripadvisor.com.au/Show...irline_Reviews_on_TripAdvisor-Air_Travel.html

 

[Fiches Mouser]

This is an interesting guideline. Somewhat relevant to the airline experience:

2. What should an airline review NOT include?

Discussions on mileage programs, including redemption, or questions about or to airlines.

Good to see some rules being put down. I can just see the complaints about every part of their travel process (specific to the person reviewing) being included with an airline review.

 

[eastwest101]

If the reviews don't contain mandatory check boxes for class of travel, fare paid and aircraft type it will be fairly useless. Having said that, if its done right it could improve competition and put some pressure on airlines in quite a disruptive way.

 

[juddles]

My problem with Tripadvisor and similar things is what I call the "wedding syndrome".

If a wedding goes half OK, the bride gushes about everything and the hotel/whatever gets awarded 100% 5 star feedback ratings.

If the roses on the fifteenth table were not quite the exact shade the bride dreamed about ten years earlier when she was 12, then the hotel and the staff are hideous mongrels and as such everything is rated as cough.

Travel always has hiccups, and to the inexperienced traveler these can be quite upsetting. Tripadvisor will probably become not so much a source of genuine quality feedback, but rather a place to vent. There are too many of these already.

 

[Fiches Mouser]

My problem with Tripadvisor and similar things is what I call the "wedding syndrome".

If a wedding goes half OK, the bride gushes about everything and the hotel/whatever gets awarded 100% 5 star feedback ratings.

If the roses on the fifteenth table were not quite the exact shade the bride dreamed about ten years earlier when she was 12, then the hotel and the staff are hideous mongrels and as such everything is rated as cough.

Travel always has hiccups, and to the inexperienced traveler these can be quite upsetting. Tripadvisor will probably become not so much a source of genuine quality feedback, but rather a place to vent. There are too many of these already.

Yes! The halo effect, and whatever the opposite of that is called...

 

[Foreigner]

I wonder whether airlines will be responding to any feedback, the way hotel management does to guest feedback.

 

[eastwest101]

I wonder whether airlines will be responding to any feedback, the way hotel management does to guest feedback.

That will be the interesting thing - after initial resistance and then some misguided attempts to game the system, hotels mostly came to the realization that the feedback needs to be addressed and take it as an opportunity to educate other people about why they do things the way they do or if necessary, admit that the service was below standard.

I am willing to bet that both QF and VA (and most airlines around the world) will need to put more resources into social media and customer engagement if TripAdvisor does have an effect on the industry similar to hotels.

I agree with juddles in way - Facebook and coughter will be good for major venting and massive embaressment, but maybe TripAdvisor will be a little bit more helpful in assisting customers making choices, say customers who know they have to fly to HGK in a week or two and start researching about who they will fly.

As well as my previous points - TripAdvisor will have to be very careful about codeshares and how to report and deal with them - otherwise a coughpy Virgin Australia ATR72 flight from Sydney to Canberra could start appearing in EY and SQ reviews for instance. They will have to quantify the flights (maybe even collect PNRs from pax after the flight through Tripcase or similar) and the aircraft types and leave a checkbox for "I don't know what sort of plane I was on" for the people who aren't familiar with aircraft types.

 

[clazman]

Downfall to all these sites is anonymous comments, which you can throw as much mud as you want, irrespective of the reality of the story.