People love vacationing. Whether it’s a weekend getaway to the nearest big city or a month-long cross-country excursion, the desire to explore, unwind and create lasting memories is something connecting us all. Another connection? The challenge of planning a trip, especially one requiring a passport. Although planning international travel can sometimes include roadblocks like language barriers, a cutting-edge translation platform solves that problem, enhances the international tourism experience and gets more people on vacation.
As the global tourism industry continues to grow (it’s expected to reach almost a trillion dollars by 2032!), the need for exceptional multilingual customer service in the airline and hospitality industries will also grow. Investing in an innovative AI-powered translation platform helps improve operational efficiency and service quality so every traveler has a positive experience every time.
The cost of bad translations for hotels and airlines
Airlines and hotels have a lot riding on providing accurate, effective translations to their customers. If translation quality is poor, the output runs the risk of being informal at best and downright offensive at worst. Either of these options will damage the brand’s reputation and drive customers away. Additionally, travel support deals with sensitive information like personal itineraries, passport information and credit card and hotel room numbers, so it’s critical that any translation platform has high security standards to ensure private information remains private.
The airline industry alone generated $896 billion in revenue in 2023, with international travelers generating a significant portion of that revenue. However, language barriers can lead to missed bookings, communication breakdowns and disgruntled customers.
The story is similar for hotels. With a global market expected to reach $446.5 billion in 2024, attracting and retaining international guests remains crucial. Language barriers can hinder effective communication, impact guest experience and ultimately lead to negative reviews and lost bookings. Poor translations result in lost revenue and operational inefficiencies for airlines and hotels.
If a customer can’t understand what your agent is saying, how could they possibly have a good experience that answers their questions and resolves their issues? Let’s say an Italian-speaking customer is in a Spanish-speaking country and they find out the information on their plane ticket home doesn’t match their passport information. If the customer then has to call an English-speaking customer service agent who mistranslates their problem, that customer could end up stranded in a foreign land without a way home or a way to get help. Clearly and accurately communicating with customers in their own language is an important tenet of not only outstanding customer service but also safety and security.
Since customers are spoiled for choice when it comes to which airline to fly or which hotel to book, organizations wishing to stand out from the crowd in those crowded sectors must be able to offer best-in-class multilingual customer service.
Improving customer experiences with AI-powered translations
Nearly a third (32%) of all customers would abandon a brand after just one bad experience, even a brand they previously loved! Preventing this customer attrition requires organizations to provide adequate support in a customer’s preferred language.
Enter AI-powered translation platforms. Rather than increasing headcount with many fluent speakers in various languages, a translation platform offers an easier, more cost-effective solution. And these platforms offer myriad benefits beyond just cutting costs.
- Real-time translations facilitate fast, seamless communication between customers and agents without customers having to wait endlessly to connect with a fluent speaker.
- Improved CSAT scores result from quick, effective issue resolution in the patron’s native language. This customer satisfaction drives trust; people who trust a brand are more likely to remain loyal and make repeat purchases.
- Positive reputational perception stems from your brand’s ability to communicate with global customers regardless of their language. This positive brand image can help with new customer acquisition and established customer retention.
- Best-in-class security features keep sensitive information secure and prevent personal information from being accidentally leaked.
AI-powered translation platforms aren’t just tools — they’re transformative forces shaping the future of hospitality. By breaking down language barriers, these platforms foster deeper connections, improve operational efficiency and unlock new revenue streams. Airlines and hotels embracing AI-powered translations can expect successful, sustainable and increasingly global futures.
Ready to join the translation revolution and get more travelers with diverse linguistic backgrounds on vacation? Explore Language I/O’s AI-powered solution by requesting a demo today, and get ready to take your global customer service to the next level.