AirTreks International
Congratulations to a globally recognized travel agency AirTreks, who ranked 3rd in Customer Loyalty.
Average Icon Average score 8.91
Rating Icon Number of ratings 1,812

AirTreks Story

Please briefly
introduce your company

AirTreks combines a powerful search engine with world class human travel planners to make it easier than ever before to experience bucket-list-worthy travel. Since 1987 we have empowered travelers with choice, wisdom, support and freedom.

Our company values guide us. We believe that travel is vital to learn, to grow as individuals, to connect with our global community, and to develop a profound sense of purpose.

When you call our team of travel experts, you talk to a person who brings actual round-the-world travel experience to work 1-on-1 with you, offering priceless advice to maximize value and minimize the pain of planning. Imagine having a guardian angel helping you make sure all of the travel planning you do works seamlessly? That’s our team.

We are a 100% remote company because we want our teammates to have the freedom to live, work, and travel all over the world.

What role does customer support have in your company?

At AirTreks, instead of separating sales and customer support, we have a team called Travel Services. Everyone on our team works together to assist our travelers with each step of their journey. From the first time a client contacts us, until the time they arrive back home, we have a team of passionate travel experts ready and available to take calls, emails, and chats.

We see support as the heart of our business. We all know that feeling of being stuck while traveling and needing options or resources, so we provide 24/7 support for our travelers as they take transformative trips.

Our aim is to set the new standard for excellent service in travel. When you work with our company, you will always talk with a real person who genuinely cares about you and your trip.

What does customer happiness mean to you?

Ensuring that our customers are happy with our service and product is at the core of what we do. Planning and booking tickets for an around the world trip on your own can be incredibly complicated, and costly in time, energy and money. That’s where we step in! Our experts work individually with each traveler to make sure they are happy with their itinerary and to make sure they have a profound travel experience.

To us, a happy customer means a happy world traveler, which leads to transformed lives and more human connection.

What would you advise other companies to do to achieve the same success as you did?

We try to let our customers guide us on how to improve. Through customer-led innovation, we’ve updated our systems and processes to create a more customer-focused experience.

Another thing we’ve done is ask for NPS feedback at multiple points in our customer journey. This helps us understand how people’s scores for us change at different points in time, and what is important to our customers at different stages of their journey through our funnel. This made it clear where we could take steps for easy wins and where we needed to focus for amazing customer experiences.

How did Nicereply help you?

Before using Nicereply, our only our metric for customer happiness was NPS, and we had to manually create reports and make calculations to determine how we were doing. There were only a small handful of people in our company who would review the information, and it was difficult to relay feedback to the rest of the company.

Now, we have three metrics for customer happiness - each one providing unique information. We’ve saved an immense amount of time calculating scores and manually creating a dashboard. The best part is, we have a company Slack channel in which our Nicereply feedback is automatically shared, and our whole company is reading it! This is a game changer for us. Together we celebrate the successes, and brainstorm on ways to improve.

Nicereply helps us keep our focus on our customers, not our daily to-do lists.

What was the biggest challenge you had to face this year?

The biggest challenge we faced in 2018 was losing some of our veteran Travel Services colleagues. Often when onboarding new colleagues it can be difficult to maintain high quality customer ratings, because new colleagues can be more focused on training and learning how to navigate the company than on the customer. We are really proud to have maintained such a high rating while adding 9 new people to work with our travelers this year.

Why is it important to measure customer feedback?

We build life-changing trips by understanding each customer’s unique reasons for traveling, their preferences and pet peeves, and their dream destinations. These customers become friends, and tell their own family and friends about us.

We don’t measure customer feedback to achieve a score or be “in the green,” we measure customer feedback to help cultivate meaningful relationships. We want to take every chance we get to listen to our customers, so we can make sure that we’re addressing their evolving needs and providing a peerless level of service.

Customer thoughts

Excellent service.

Nothing really because everything went well and communication was efficient and fast and friendly. Thank you.

You are the best!!!

Nothing, really! Everything was wonderful! Would definitely look to book with AirTreks again!

It was seamless and efficient!

Most frequent words


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