55% of Indian travellers seek better peak-time hospitality service: Survey
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As per survey, 38% of problems were resolved within an hour, yet 29% of the travellers said their issues were never resolved at all.
Vertex Group’s recent survey revealed while 45% of customers report satisfaction with recent experiences, a majority, 55%, say their expectations remain unmet during peak times. The survey, conducted among 10,000 travellers in Mumbai, Delhi, Bengaluru, Hyderabad, and Kolkata, offers a close look at how leading urban centres are shaping the evolving relationship between customers and hospitality and travel providers.
The survey found that 38% of problems were resolved within an hour, a sign of some operational improvements. Yet, 29% of the travellers said their issues were never resolved at all, highlighting the urgent need for faster, more decisive action from brands. When help was needed most, 42% turned to traditional phone support for the quickest response, compared to 27% for in-person assistance, 18% for mobile apps, and only 13% for social media.
Service recovery continues to challenge the industry: only 22% of them received generous compensation like refunds, vouchers, or upgrades after service lapses, while 46% said they received little or no compensation, or that their issue was simply ignored. Communication emerged as another weak spot, with just 14% of respondents stating that brands “always” kept them proactively informed about delays or disruptions, while nearly half said such outreach was “rarely” or “never” provided. Many customers reported feeling left in the dark during service lapses, underlining the importance of real-time updates and transparency.
Gagan Arora, Founder and President of Vertex Group, said, “This survey signals a turning point for India’s hospitality and travel brands. While nearly half of customers are satisfied, the other half is sending a clear message: they want faster solutions and honest, proactive communication. Brands that listen and adapt will win not just business, but lasting loyalty. The future of this industry lies in how quickly companies can close the gap between expectation and delivery.”
More than half of surveyed individuals said they considered switching to competing brands after a negative experience, a clear red flag for companies relying on repeat business. The survey underscores the importance of customer support: 62% said fast, responsive service is “extremely important” when choosing a hospitality or travel brand. Positive support pays off, with 35% of customers saying it made them much more likely to recommend a brand to others, demonstrating the critical role of word-of-mouth in this sector.
Times Square Headquartered, Vertex Group is a tech company helping global hospitality and travel enterprises navigate the complexities of customer experiences across United States, United Kingdom, India, Philippines, Nepal, UAE and Nigeria.
