Mariano Pelizzari interviewed: Travelgenio’s goal has always been the customer satisfaction

Travelgenio - Mariano Pelizzari - CEOWhen Mariano Pelizzari arrived in Spain and decided to create the online travel agency Travelgenio in 2010, it was not expected the success it has now, in 2013.

Always working in the tourism sector, the Argentinian bet for the creation of Travelgenio because he wanted to do a good job that grew over the years, as it has been since then.

Nowadays, his online travel agency has presence, not only in Spain, but in mostly all the European countries like Germany, Portugal, Italy, UK and the Netherlands and it is expected, during this year, the arrival to the rest of countries of Europe and his expansion, also, to SouthAmerica.

What is the key to the success of an online travel agency?
As I saw in the 1st Airlines Customer Satisfaction Study we published last year, almost 68.04% of travelers are looking for prices that they consider acceptable or excellent in order to make a reservation. That may be, then, the key.

If the price is the key,  do the low cost have it easier?
The final positioning of the low cost airlines on short-haul and medium haul has become entrenched even against large companies. This is something we see clear everyday in Travelgenio. Without doubt, they are the present choice.

Having the opportunity to buy directly from an airline in particular, everyday more and more online travel agencies are offering competitive cheap prices but … How it is perceived in reality?
It’s at least curious how has changed the buying habits everyghing in a few years, as we checked in the Study alluded to before, currently, 70.47% acquire flights through online travel agencies while only the 25.83% does directly from the airlines.

Travelgenio has opted for an improvement in its customer service. How important is the final customer satisfaction?
It is what really differentiates one agency from others. Our goal in Travelgenio is the customer satisfaction, as it always has been. With the extended hours and the creation of new jobs we intend to give a more comprehensive service to our operations and to give our customers peace of mind that Travelgenio is the trusted agency that will solve any problem if it occurs. Our intention is to get the loyalty and satisfaction of our customers in each of the reservations made trough our search engine.

With the European expansion you have had to extend the workforce and change Travelgenio’s headquarters…
Yes, we are especially excited this year by the changes that are occurring in the company. We see that the work we do every day has the success that guarantee our results and this is a real incentive to try to improve the value proposition and the customer service.

But everything is not about selling in Travelgenio. You published your first travellers book in May and the  download is for free. Why a book?
It was a very attractive bet. We believe that, among the destinations it offers, some travelers will find the starting point for an unforgettable trip. There is nothing better to contribute to the realization of a dream.We understand traveling is that, a real dream. This book has been a challenge for us. From the very first moment we turned on doing this Destinario of quality, with all respect to destinations and readers, and looking for any type of traveler to have his place in its pages. Travelgenio opted for editing this book with enthusiasm and with the desire to provide the best quality in it, as we do in our day to day.

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