Holiday travel is back, but maybe not with great customer service

Holiday travel is back, but the leisure and hospitality industry is still playing catch-up on hiring, eating into the service experience at hotels and airports.

A frigid arctic blast threatens to derail holiday travel this week. But even those who reach their destinations on time may have reason to grumble: Some will have to make their own hotel beds, wipe their own in-flight tray tables and wait in lines at airport lounges — or pay more for a smoother experience.

While travel demand is roaring back, many hotels, airlines, cruise operators and airports are still racing to hire and train workers. Some companies are tightening access to perks and amenities, in a few cases by raising prices. That means the level of customer service will likely take a hit, industry experts say.

Nearly 113 million people are forecast to take to the roads and skies from Friday and Jan. 2, according to AAA, up 3.6 million from last year and just shy of pre-pandemic numbers. But employment levels in the leisure and hospitality sector are still 5.8% lower than in February 2020, when the industry employed around 980,000 more people than it did last month, federal data shows.

“Everyone is jumping back onto the travel wagon again, but in some cases, these wagon wheels may still be a bit wobbly,” said Corey Green, a travel adviser with AAA in Wilmington, Delaware.

Massive storm takes shape, set to affect holiday travel rushDec. 20, 202203:28The good news: While holiday airfares remain high, ticket prices are inching down and the labor crunch is easing.

https://www.nbcnews.com/business/travel/holiday-travel-customer-service-airports-hotels-rcna61059

---