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One of the things that baffles me most about the travel industry is how useless so much of the IT underpinning it is. Hotel chains, airlines and third party booking sites all spend vast sums on adverts encouraging travellers to book through them, but then often make it weirdly difficult to actually do so.
The Accor Hotels (Sofitel, Novotel, Ibis, etc) website is so difficult to navigate and has so many bugs that I’ve entirely given up booking direct with them. That’s despite the fact my account shows that I still have Platinum status until… 2017???
You could write a (lengthy) book on Marriott’s myriad IT issues following the SPG integration. Singapore Airlines – renowned for its great service standards – has a website that is frankly unusable unless you have at least an hour to waste. Etc, etc, etc.
You may find it surprising, but the relatively small Radisson Rewards programme (Radisson Blu, Park Plaza, Park Inn, etc) has boasted a pretty good, intuitive, website for years. It was quick and easy to see all the different rates available for a particular hotel, including Points and Points+Cash rates, all in one place.
It may not have been the most beautiful website in the world, but it looked fine – and far more importantly, it made it easy to find the information you wanted.
Naturally, this wasn’t something that could be allowed to continue.
Radisson Rewards has launched a new, better looking, website. It also happens to be slower, far less intuitive, and just plain terrible.
I’ll genuinely send a (small!) prize to whoever can first explain to me in the comments how to make a points booking using the new site.
I’ve been trying for 25 minutes now and I’ve had enough…