Travel Agents for Digital Natives: Laying the Foundation for Exceptional Customer Service

Jo Lai, Hopper Travel Experience Manager

The concept of a travel agent has transformed completely from its totemic origins. From being the mighty gatekeepers of all travel knowledge (c. the 1950s) to their current role as a seldom-used specialty travel option — one thread remains consistent — travel agents are called upon for an extra level of service, expertise and ease.

Implicit in the old rulebook, however, is a distinct level of opacity and the expectation that the travel agent guided experience will be based on good faith that the agent has done the much-needed legwork. For those of us who want to see that the proof is in the pudding, this no longer does the trick. Modern travellers want to see for themselves that they are getting the best value travel experience for their needs. Having good faith and trusting in a travel agent is more complex, and while travellers want to trust their agent, they also want to have an in-depth understanding of all of their options.

Enter the proof. By analyzing trillions of data points, Hopper has put the freedom of comparative shopping back into the hands of the traveller. In turn, the traveller is now tasked with shaping their very own journey. It goes without saying that there is distance to cover in owning more facets of the experience, which is where Hopper’s Traveller Experience department takes centre stage.

Hopper’s customer service team, Traveller Experience (TX), champions the most significant need of DIY travellers — the desire to connect with a knowledgeable expert when it’s needed the most: on the road and in the air.

Each member of Hopper’s TX team understands that while travel has the ability to shape and transform experience, it can be a pain to navigate at times. Armed with data, automation and technical flight expertise, the TX team guides Hopper travellers as friendly advocates.

Building a world-class customer experience organization starts with the people, and as we prepare to welcome new team members this week, I’d like to share the principles that have guided us on our journey and that will continue to illuminate the road ahead.

We offer intensive training to build product knowledge and provide learning opportunities for travel professionals

Our dedicated TX Training team directs a four-week core program on travel industry best practices, Hopper hospitality standards and product knowledge. In addition to thoughtful onboarding, we offer graduated continuous training and interest-based workshops.

We prioritize executing the basics consistently

We place heavy emphasis on anticipating traveller needs and delivering consistent solutions to common problems. Every day we gauge the core needs of Hopper travellers in a team-wide meeting so that we’re all on the same page. While most of our team is co-located, many work from remote offices across the continent. Daily meetings align TX agents before starting their days so that Hopper travellers can expect consistency — whether they’re setting up price alerts for the first time, or being advised on when to modify reservations in advance of a winter storm.

We value a high level of integrity and a concern for quality

While consistency is important, no two conversations with Hopper travellers are exactly the same. We always aim to listen actively and have meaningful dialogues so that we can create solutions that add value, no matter what the request or question may be.

We look for interest and ability, rather than specific experience

Our people are the most important asset in our long-term service commitment to travellers. In understanding this, we’ve learnt to hone our hiring practices as the TX team grows to nearly 100 and counting. We prefer to assess individual interest and ability, rather than specific job experience. This approach has rewarded us with the very diverse group of people we have the privilege of working with every day — people from all walks of life and areas of expertise. Most consistently, we have managed to gather a diverse crew who are happy when they are able to help others with initiative and creativity.

We foster a culture where we role-model great service and hospitality to one another

Each individual contributor on the TX team brings a blend of passion and integrity to their roles — and they are not alone.

We learn from and support one another in the same way that we approach Hopper travellers — with openness, curiosity and genuine care for the person on the other end of the conversation.

Much like the consultative approach that we apply to help travellers, TX leaders develop a deep awareness of the strengths and interests on their team and use this knowledge to shape the day-to-day experience for each team member.

In providing great service to one another and treating each other as fellow humans above all, we aspire to create the kind of community that we are so very proud to call our own.

Hopper’s mission is to lower traveller anxiety by empowering them with reliable information. We’re searching for collaborators who share our passion for TX and seek to create memorable travel experiences for Hopper users. If you think Hopper could be a great fit for you, we’re hiring in Montreal and remotely.