Travelocity.com Unveils My Messaging, Industry First in Comprehensive Travel Notification Tools FORT WORTH, Texas, Mar 14, 2002 /PRNewswire-FirstCall via COMTEX/ -- New Suite of Free Messaging Options Sends Flight Info, Trip Itinerary, Breaking News, Schedule Changes to Anyone, Anywhere "Travelocity.com led the way in customer notification with our flight paging service in 1997 and we have been making notification calls for years," said Russ Smith, senior vice president of operations-customer service of Travelocity.com. "The addition of My Messaging makes us the clear category leader in online travel by providing more options and interactive opportunities than anyone else in the industry. This is the first product that redefines the concept of notification and puts control in the hands of the customer. It is just another example of the way that Travelocity.com uses innovative technology to make traveling better."

Travelocity.com Brings Flight Information for 56 Airlines to the Phone FORT WORTH, Texas, June 6 /PRNewswire/ -- Taking customer service to the next level, Travelocity.com today announced extensive enhancements to its automated, interactive voice services, now allowing travelers to receive real- time updates on departure, arrival and gate information for flights from 56 airlines. The company's flight information product, previously only available through mobile applications and the Internet, is now accessible through Travelocity.com's toll-free, voice-activated customer service hotline system at 888-TRAVELOCITY. "We found that about 10 percent of calls to our customer service centers were requests for flight information, and we answer over 40,000 requests for flight information online each day," said Russ Smith, senior vice president of operations-customer service. "Most people have access to phones, but not the Internet, while traveling. So we felt that integrating our online flight information product into the toll-free number would be a valuable tool for travelers, while simultaneously enabling customer service agents to better focus on requests that require live agent assistance."

Travelocity's New Speech-Recognition Option Might Signal Trend By Mark W. Vigoroso E-Commerce Times 08/07/01 5:45 PM PT With its Internet voice recognition system, Travelocity hopes to reduce the number of callers on hold and free its representatives to work on complex issues. Travel e-tailer Travelocity.com (Nasdaq: TVLY) officially launched a speech-driven customer service application Monday that will allow customers to review existing travel plans over the phone, the company said. "Customers we surveyed have requested the ability to obtain travel information without having to wait for an agent," Travelocity senior vice president of operations and customer support Russ Smith told the E-Commerce Times. "So there are benefits for the customer, as well as for Travelocity." According to Smith, 100 percent of customer service calls go through the IVR system, and since the application was implemented in February, 22 percent of callers have obtained the information they need without ever speaking to a human agent. Complex requests are routed to agents. "We are ahead of where we thought we would be at this point," said Smith. "Our next goal is to reach a 25 percent success rate."

Travelocity opens Clintwood call center By MIKE STILL CLINTWOOD - Travelocity uses Internet technology for selling its product of travel and vacation services, but company officials on Saturday cited the people of Southwest Virginia for their decision to open their newest customer call center in Dickenson County. Travelocity CEO Terrell James, customer service vice president Russ Smith and Ninth District Congressman Rick Boucher cut the ribbon for Saturday's grand opening ceremony, and they all cited workforce quality as the dominant reason for the company's decision to locate in Southwest Virginia. "We are not importing any employees to work here permanently," said Smith. "We are going to get to our 450 to 500 people here very rapidly, within a year." "Everything (Boucher) said has been right, and all we have to do is sustain it," Smith added. "This was one of the smoothest transitions we ever had." Smith said he received a call from a company trainer as the first group of sixty employees took its first exam on customer servicer procedures. "He said they all scored 100 on the test, and I asked, ‘are you sure?'" Smith said, adding that he had never seen that happen with company training classes before. "I am truly impressed with the community and the work ethic." Smith noted that Clintwood employees also have received high marks from customers and other employees on how calls and service are handled.