Customer service, historically a point of differentiation for Travelocity, is now moving into the social media sphere to appeal to a younger set of consumers.
As part of its 20th anniversary celebration, Travelocity, whose parent company is Expedia Inc., began its Customer First Guarantee. Travelocity vice president and general manager Brad Wilson said the OTA will be staffing a dedicated call center to respond to customer inquiries on social media, and it guarantees a response in 30 minutes or less at any time.