When it comes to traveling habits of Americans, they seem to prefer the phone to social media when travels take a turn for the worse.
At least that’s what suggested by a consumer survey of American traveling habits conducted by the Skift, which bills itself as a traveling intelligence company which offers news and information to the travel industry.
“A phone call is still the most popular tool for Americans to use when something goes wrong in their travels, while human-to-human interaction is second most popular, which means old-school still rules in customer service, for all the hype around digital (customer relation management systems),” says Skift in its report on the survey.
“Social media is the least popular, but that could be expected: It is the least mature of all the channels, and still has a long way to grow.”
Men like the social media tools only slightly more than women, the survey says, and women prefer real-live human interaction.
Younger people like the digital tools better than older Americans, as one might suspect, but the survey also suggests it is the younger demographics which prefer travel agents over over, say, online booking sites and networks.
The biggest fans of using social media for customer service when traveling are urban Americans, who no doubt use social tools more in day-to-day life than do rural Americans.