- It’s essential to have good managers, capable of dealing with such situations. Every situation is different and good managers are those who can deal with each and every one of them.
- Passengers want to be informed on the go and as such, mobile technologies are playing an important role in the travel industry.
- Additional capacity is important, but it’s only half of the story. Filling these additional carriages is equally important if you are to stay on top of the situation.
- You need a greater trained staff number and you cannot afford to depend on your core service staff. At NS, they’ve created a backup team that can be sent out into stations if needed.
The rail technology tools for disruption
Mobile technology and social media are key in the travel industry to deal with a crisis. Social media facilitates 24h conversations between travel brands and their customers. With mobile technology, the opportunities for information on the go are almost endless.
For NS, Social Media is not a threat, but rather an opportunity: they are an additional channel through which to distribute information. And they’ve created a new social media team to do just that. Monitoring tweets and answering them on the spot. The question is whether or not in times of increased volumes, companies will be able to manage the constant flow of customer questions. Maybe working with others in the travel industry is the solution?