Mystery shopping for travel and tourism journeys
Travel customer journeys often involve multiple channels, time-sensitive decisions and moments where reassurance matters.
Our travel mystery shopping programmes can assess:
- Booking journeys
- Telephone, email and online enquiries
- Website and app experiences
- Branch, terminal or location-based service
- Disruption handling
- Complaint and refund journeys
- Accessibility of information
- Cross-channel consistency
- Pre-travel and post-travel communication
- Customer confidence and trust
We help you understand whether the journey feels clear, joined up and supportive from the customer’s perspective.
Booking, disruption and support
A strong travel experience is not only about the booking. It is also about what happens when customers need to change plans, ask questions, make complaints or seek support during disruption.
Mystery shopping can help you evaluate how teams and systems respond during these important moments.
This can show:
- Whether information is easy to find and understand
- How confidently teams handle customer questions
- Whether policies are explained clearly
- How well colleagues manage disruption or complaints
- Whether digital and human channels feel connected
- Where customers may experience uncertainty or delay
Omnichannel travel journeys
Travel customers often move between channels. They may research online, call for clarification, receive email updates, use an app and speak to someone in person.
ABa can design travel mystery shopping programmes that follow these journeys across multiple touchpoints, giving you a clearer view of the real customer experience.
Insight that helps build traveller trust
When travel works well, customers feel informed, reassured and in control. When it does not, confidence can quickly decline.
Our reporting combines structured scoring with detailed observations, helping your teams understand what is working, what needs attention and where improvements will have the greatest impact.
Want to understand how your travel customer journeys perform in real situations?
Speak to ABa about a travel mystery shopping programme tailored to your channels and customer journeys.