Abstract

GARMENDIA MORA, Juan Carlos  and  CUBIDES MONROY, Angélica. The service of online platforms specialized in sale of air tickets. suma neg. [online]. 2020, vol.11, n.25, pp.116-124. ISSN 2215-910X.  https://doi.org/10.14349/sumneg/2020.v11.n25.a3.

Electronic commerce has developed rapidly in recent years; tourism is one of the sectors that has most taken advantage of these marketing channels, specifically air transport. The online platforms that sell air tickets provide an important service for this sector, so we wanted to answer the question: how is the service provided by online platforms specialized in selling air tickets? A study with a qualitative approach was structured, taking the data from the social network Twitter through the Ncapture software and processing them with the Nvivo software. Four emerging categories were found: customer service, interface, bloggers and influencers, and geographic areas; then some basic but important statistics were generated to complement the research. Regarding the findings, it is significant for these platforms to maintain the communication that occurs through social networks with their clients, since not attending this channel could generate bad publicity. Regionalization of most platforms was observed. Many customers continue to ask for the attention of a human being and not a machine.

Keywords : Service; air ticket; travel agency; e-commerce; social networks.

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