| Journal: TWUK | Section: |
| Title: | Issue Date: 08/05/00 |
| Author: | Page Number: 18 |
| Copyright: Other |
web site focus
This week: www.holidayautos.com
DescriptionThis Web site is excellent. A great example of the many benefits the Web has over viewdata. Offering fast access and a speedy booking process – this is what all Web sites should do.
Launched in late 1998 as an information and brochure-ordering facility, the site has seen several upgrades. In November last year, the site relaunched with on-line bookings for travel agents – producing a 200% month-on-month visitor increase. In March, the company announced a £2.5m advertising campaign for the latest revamp of the site – to include on-line booking for the consumer, faster access speeds and a £5 on-line booking discount.
Home Page
The home page fulfiled the promise of fast access and is neatly framed in the company’s orange livery. A menu to the left includes the travel agent log-in option and there is an actions menu at the bottom of the page which includes feedback, e-mail newsletter registration and site help options.
The main area has a drop-down list for the user to select a destination, check prices and book. A banner displays current promotions.
Ease ofnavigation
The navigation menu is on-screen at all times which makes for confident surfing.
Most of the menu choices relate to Holiday Autos products, including the necessary ‘small print’, an ‘about us’ profile of the company, ‘price match’ declaration as well as ‘late deals’, ‘prestige cars’ and the ‘on-line booking’ option.
Each of these sections is eminently readable, selling Holiday Autos added-value without getting in the way of the regular on-line booker.
Ease of searching
After password verification, the travel agent is presented with a welcome message and a set of current special offers and a reminder that all prices on the system include a £5 discount.
The ‘start new booking’ link starts the search, selecting a destination from the drop-down menu, and following the prompts.
The process builds logically from entering pick-up location, dates, times and driver’s age.
Pressing ‘search’ then yields a list of available cars and prices, or a simple help message if – eg – an out-of-hours time or invalid driver’s age is input.
Ease of booking
Selecting the chosen car yields a booking summary with price and further options to add cancellation insurance or ‘Max’ product upgrade options.
A final total calculation is displayed together with an on-screen checklist for the agent to request additional options to be paid locally, as well as important information to discuss with the client before proceeding with the confirmation. Final details are entered to then produce an itemised booking summary which the agent is prompted to print out as a booking record. The whole process is straightforward and is designed to aid agent/client discussion throughout the booking.
Currently the site does not allow the retrieval of existing bookings for amendment or cancellation and certain products such as ‘weekenders’ and ‘Ski Max’ cannot be booked via the site. Reminders of this are made in context, and the number to call is always clearly displayed.
Nice touches
Agents can print out the formal car-hire voucher direct from the site for bookings within 28 days of pick-up. Examples of various cars could be viewed in pop-up boxes during the booking process – keeping graphics optional and so maintaining good access speeds.
Value of information
In addition to much useful information accessible to consumers as well as agents, the site has a lively news section, pictures and profiles of key staff and an on-line training section complete with questions to be fed back via the system. There is also advice on how to sell car hire.
Site security
The site handles secure credit-card transactions for the consumer, and the travel trade section runs on a secure server. Users can check this for themselves from a link on the home page to the BT Trustwise service.
Would we return to this site?
Yes – the site processes bookings quickly and effectively. And as you would expect from the Holiday Autos team, the site is very agent friendly.
Did you know? Web accreditation schemes
l Security and privacy concerns continue to be a barrier to buying on-line but codes of practice are now being developed for businesses selling goods and services on the Internet.
* In its advice to on-line shoppers, the Office of Fair Trading recommends consumers check whether the business is a member of a trade association or a member of one of the growing number of schemes which effectively accredits companies as meeting high standards.
* Such schemes are designed to increase confidence in on-line transactions and a Web site displaying a trust logo or seals of approval indicates that the trader’s policies are being monitored by an outside agency. An example is the Which? Web Trader Scheme where traders agree to follow a code of practice that addresses the protection needs of consumers.
* On-line accredited codes of practice ensure the trader will handle complaints fairly and comply with consumer protection laws, that your privacy is protected and your payments are secure.