Analysis of 4 445 reviews reveals that TravelTriangle could be making their customers go round in circles

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TravelTriangle is the app that offers you customized holiday packages. Unfortunately, it could be that some customers may not be that thrilled to travel again for a while.

Why do we say this?

The topic “booking information” occurred in 20% of the reviews and has an average grade of 3,28 / 5. This indicates that it’s mentioned in a negative way. Some customers claimed that after booking a trip package, the travel agents had been irresponsible. They promised more than they actually delivered. This caused some customers to encounter various issues, such as no hotel or a missed flight. Some perceived it as the agency doesn’t care about customer satisfaction, only money.

This leads us to the topic “travel agents” that has an average grade of 2,74 / 5 and occurred in 12% of the reviews. As previously mentioned, some customers complained that the travel agents gave false information. On some occasions, they were either unresponsive or arrogant.

The topic “prepayment” occurred in 9% of the reviews and has an average grade of 1,75 / 5. This topic seems to be referring to some customers claiming the agency to be fake. They also claimed they had wasted their money on a terrible experience. It was mentioned that some paid in advance for a trip package. This only to have to struggle alone with problems that arose during the trip. It also seems that the agency refuses refunds.

Conclusion and suggestions

TravelTriangle may need to look into ways they could give off a more professional impression. Currently, they’re being viewed as scam artists by some of their previous customers. To save their reputation it could be that they need to show that they’re genuine in some way.

First of all, they could try to create transparent guidelines and policies concerning refunds, cancelations, and everything traveling entails. For instance, they could implement some kind of guarantee regarding hotels. If customers have issues with their hotel, they would immediately get assistance so that they have somewhere to stay. Maybe the agency already has “backup options”, that will avoid customers being left on the side of the road.

They may also need to look for reliable travel agents, that also have documents that will prove they’re legit. To gain more customers and at the same time earn more money, they may need to increase customer satisfaction.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on Google Play Store.

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