DARK TOURISM: ZICASSO TRAVEL

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Main Issues and Challenges Facing Zicasso Travel
Current Issues and Challenges
Nevertheless, despite such accolades for Zicasso, there have been a number of challenges. One of the challenges facing the company was inconsistency in consumer experience. For instance, in Trip Advisor (2014) a consumer was promised high quality services but received poor services. The agent assigned to this customer proved to be considerably harder to deal with. The first complaint was that her feedback on Zicasso was never published despite reporting the complaint. This shows that the company only publishes positive messages and avoid negative messages. This means that the company has an inconsistent and flawed evaluation mechanism. Avoiding publication of consumer complain makes it easier for network companies to publish a flawed star rating since the negative ratings are never considered as part of consumer feedback. This approach beats the logic of having the rating system in place in the first place. If rating only considers positive rating, then the numbers of complaints evading Zicasso are numerous. Failure to address consumer issues gives a negative image to the company.
The next issue was a poor follow-up to confirm that the trip and all agents are available. Apparently, Roseanne’s experience was poor, especially following cancellation of a flight that had been booked seven months in advance. The agent had received an email notification 32 days prior to the actual travel date, but either failed to notify the customer or failed to read the email. This made the customer to become stranded and had to seek alternative ways to get to the final destination. It would be expected that Roseanne’s handler would receive an apology for that error but th...

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