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AAA Travel halves response time to feedback and enhances collaboration with travel partners

What attracted AAA Travel to Feefo initially was the reassurance they felt with a closed-loop feedback system. They felt protected by Feefo’s verified-only feedback platform, which allowed them control to invite their real members to review their travel experiences. Their Northeast club – one of AAA’s largest regional clubs - has since subscribed to our enhanced package of features to gain more valuable insights and streamline their response processes. 

AAA Travel is a team of highly knowledgeable travel advisors with one goal: making dream vacations a reality. Serving as a travel advocate, their travel advisors aim to provide peace of mind — before, during, and after their members' vacation. They’ve been using Feefo to listen to their members since 2022 and are now leveraging Feefo’s enhanced features to gain a deeper understanding of their members and how to engage them.

Why it matters

Going from an absence of a centralized feedback request method - lacking clarity on member experiences or where improvements could be made – to the ability to respond to 100% of their reviews in lickety-split time, has been an ultimate game-changer for AAA Travel. The AAA Northeast Travel team can now engage with its members at several touchpoints including post-travel and check-in, not just after an initial purchase. They can also respond to issues that arrive and respond appropriately with a faster turnaround than before they used Feefo.

By utilizing a centralized system to request member feedback, AAA Northeast Travel have been able to offer:

  • A 100% response rate to reviews received
  • Halved response time to reviews
  • Quicker response and escalation of member issues
  • A deeper understanding of their members’ experiences
  • Shared learnings with AAA’s travel partners
  • One stop hub for member reviews across their various travel products

What helped them enhance their offering? 

AAA Northeast have recently taken advantage of some of Feefo’s enhanced features, including Feedback Request Manager, Custom Questions, Customer Sentiment Insight, and Insight Labels. The AAA member ecosystem is powered through partnerships with travel providers, from hotel chains to cruise lines. Using the customer feedback, they’ve been able to enhance experiences across all levels – for its members, travel advisors and travel partners.

In real terms, this means that they’ve been able to: 

  • Acquire an additional touchpoint to understand their members’ experiences
  • Create templates to provide personalized and predictive responses to reviews: They use Labels and Predictive Responses to provide personalized responses in seconds, halving their response time to all reviews.
  • Use AI-enhanced learnings and analysis in their internal strategies
  • Identify emerging topics from feedback using Customer Sentiment Insights and use these to have more informed conversations with travel partners.
  • Respond more effectively to issues with quicker learning and conflict resolutions

“Feefo has provided our members with an outlet to share their feedback and learn more about what is going on and where we may stand to improve. We are working to expand the presence of Feefo-collected verified reviews across the AAA Travel ecosystem to help members make more informed decisions.”

Chuck Nardozza

Managing Director, AAA Travel

What’s next? 

With a huge uplift in response times and the ability to understand and enhance their members' experience, AAA Travel have truly strengthened their commitment to their members and travel partners. Feefo’s additional features not only provide deeper, valuable insights but also teach you how to use and learn from these insights. Collecting verified reviews isn’t just about obtaining stars, it’s a powerful tool to shape your business from top to bottom.

For more information about our enhanced features check out: Get more from reviews with our flexible range of features | Feefo

Founded in 2010, Feefo is a ratings and reviews platform that collects reliable and constructive reviews for thousands of clients worldwide. We only send invitations to verified customers to ask them to leave a review, so consumers can learn how people like them feel about different products and services. And companies can truly discover what they’re doing right, and where they can improve. This allows Feefo’s clients to create transparent, trusted relationships and deliver exceptional services that their customers can depend on - every time.

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