How Travel Agencies should utilize SMS

Malaysians are active travellers despite the fluctuating ringgit. Based on a report by Mastercard, Malaysians made an estimated amount of 11.9 million international outbound travel trips in 2016 and the number is expected to grow by an average of 3.5% annually to 14.2 million trips by 2021.

With most Malaysians travelling at least once a year within the country whilst a number travel both outside and within Malaysia, it provides the travelling industry an opportunity to advertise their travel packages. But with so many other travel agencies out there, how do you differentiate yourself? Make use of SMS text messaging to give you that competitive edge.

Here are 3 ways on how travel agencies should utilize SMS:

1. Advertise

Based on Malaysian Association of Tour and Travel Agents (MATTA) analysis, Malaysians are still travelling abroad despite the weak market but they are now more cost-conscious, changing their travel patters by going to destinations nearer to home.

Travel agencies could use this opportunity to advertise their promotional packages via SMS by offering great deals to travel within ASEAN countries or within Malaysia.

In a study by Vase, 70% of Malaysians view videos online when they are planning for any upcoming trips. So to further encourage them to book with your travel agency, it is advisable to insert a text link to a video showing the wonders of travelling to your advertised destination.

2. Helpful Reminders

Besides using SMS to send customers their booking confirmations, travel updates, and links to view their full reservations made. Take it one step further by sending your customers information about their booked destination, from what the weather is going to be like and what they should remember to pack. All these small value-added services create a positive customer experience and satisfaction which can lead to repeat bookings.

3. Rate their Trip

SMS is great for customer surveys. Getting customer feedback is not only useful for gathering information about their experiences, it also sends them the message that their opinion matters.

Seeing that Malaysians source of inspirations to travel are from social media platforms like Facebook, you can take the opportunity to send them your Facebook page link via SMS and invite your customers to drop a rating and write a review.


Are you in the travel industry? Have you started your SMS campaign? If you haven’t, the time to start planning is now! Contact us for more information.