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Travel industry apps, websites continue to play catch-up

When it comes to customer satisfaction, many of the travel apps and websites created by legacy hotel, airline and rental car brands are lagging those of digital native online travel agencies and travel industry disruptors, such as Uber, Lyft and Airbnb, new research finds. But that’s not all. According to the newly released J.D. Power “2019 U.S. Travel App Satisfaction Study” and the J.D. Power “2019 U.S. Travel Website Satisfaction Study,” all travel industry websites—even those operated by digital natives—score substantially lower in customer satisfaction than high-scoring websites in other industries, such as credit cards.

“Travel apps and websites have become primary conduits through which consumers experience travel, such as searching for a hotel, booking a rental car and getting real-time flight status updates,” Michael Taylor, travel intelligence lead at J.D. Power, said in a statement.

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