No-shows are on the rise again. The number of customers not turning up for bookings has doubled from 6% in September 2022 to 12% in 2023, costing the industry an estimated £17.59bn per year..
Webinar: Tackling the impact of customer no-shows
Olivia FitzGerald, Chief Sales and Marketing Officer, Zonal
“Pubs, bars and restaurants play a vital role in our communities and it’s important we continue to support them after this challenging time. While the pandemic has prompted a new-found appreciation and understanding of hospitality among many consumers, there is still more to be done in encouraging them to always honour their booking or tell the venue in advance”
Robert Richardson FIH, Chief Executive, Institute of Hospitality
“Pre pandemic the UK Hospitality Industry paid over £39bn in taxation, monies that went directly to local and national authorities for the betterment of our communities. No-shows don’t just harm the operators, during an extremely challenging time, but by costing our industry billions, they also harm our ability to contribute to our economy, and that affects every one of us. How to stop this? Simple, no more no shows!”
Amber Staynings, CEO, Bums on Seats
“I’ve conducted sales audits on businesses and in most cases the audit uncovers an incredibly high ‘no-show’ rate with few processes in place to minimise its impact. We all know the repercussions for our sector when this happens. For me it’s obvious. I’d rather have 50% less customers who all turn up than over inflated pre-booked sales where I’m lucky if 30% show up.”