This is a challenging time for the tourism sector, and we wanted to offer some practical help… so we’ve pulled some conversational data from the last few days, and it provides really useful insight into what travellers to New Zealand are really interested in when it comes to booking or planning a trip post the Coronavirus travel restrictions.
Surprisingly, our analysis shows that not everyone has stopped planning trips. There are people who still want to book. They may still be in country travelling and want to have fun, and are asking questions like these:
Tip: Be clear if you’re still open and operating - given closures in many countries it’s no longer assumed that you are. Make sure that your website has a message about whether you are open in a prominent place - the homepage is best.
Tip: Offer - and communicate - the option to change bookings to earlier times with no penalties, because we’re also seeing questions like these:
Questions about cancellation policy, or how to cancel are very, very common. Many of our customers have seen a massive spike in questions about this. Here are some common questions:
Tip: Make sure your cancellation info is very clear and consistent. If you are temporarily implementing more flexible cancellation policies, check that your cancellation content is correct on your website in all the places where it exists - FAQs, pricing page, booking system, etc.
Tip: Reduce staff time answering enquiries about this by presenting this information up front on your website and within your Yonder chatbot.
Tip: Streamline your cancellation process:
People are showing more interest in hygiene practices, and questions about what tourism operators are doing to keep their facilities hygienically clean are cropping up.
Tip: We suggest you put people’s minds at ease with dedicated information on your website about what practices you have in place to keep people safe.