Travel – Airport Benchmarking

Air travel technology predictions for 2018

Karima Kouidri — Fri, 23 Feb 2018 13:09:05 +0000

The pace of technological change is accelerating.

Over the last few years the travel experience has become more efficient thanks to new technologies such as mobile internet, artificial intelligence, virtual reality, big-data, internet of things and biometrics. But we are only scratching the surface of their potential. Many more benefits are yet to be realized. In 2018 I predict that the following new technologies will continue to transform the passenger journey…

1. Biometric technology

A seamless and convenient experience through the airport terminal could soon be a reality thanks to biometric technology. IATA’s One ID project is rapidly moving travel towards a day when face, iris, or fingerprint recognition will provide the key to a seamless travel experience.
One ID works by creating a match between a unique biometric characteristic, a passenger’s passport and their flight booking. Once the match has been made passengers can then then proceed through the terminal checkpoints from the curb to the plane without having to show travel documents.
Although a number of African countries and airports are adopting biometric technology to capture passenger data for border control, ultimately we see the technology also being adopted to enhance passengers’ air travel experience. Further afield, Dubai Airport is pioneering the use of One ID facial recognition technology to improve passenger traffic flows through its terminals.

2. Airline New Distribution Capability (NDC) and ONE order

IATA’s New Distribution Capability will address a major challenge for air travelers, which is the gap between how an airline displays its products and services on its own website, versus what it can do in the systems used by most travel agents and online travel sites.
On their websites, airlines can display rich content, including product descriptions and graphics such as photos or videos. That’s because airline websites are powered by internet language (XML). But the systems distributing airline tickets through travel agents and online travel sites are largely based on pre-internet technology dating back to the 1970s. These are not capable of easily supporting the rich content that you find on websites.
NDC is closing this gap between airline websites and travel agent systems through the development of a modern, XML-based (internet language) data transmission standard for communications between airlines and travel agents. Consumers will benefit from greater transparency into an airline’s offerings and the ability to compare offerings between airlines, as well as to personalize their purchase to meet their particular travel, needs regardless of shopping channel.
ONE Order builds on the data communications advances made possible by the implementation of the New Distribution Capability. It will result in the gradual disappearance of multiple reservation records associated with a ticket, as well as the e-ticket itself, and any other documents for optional services you

may have purchased (a premium seat, lounge access, etc.)
This will be replaced by a single reference order, just like you get when you order a product (or multiple products) from an online retailer. As a result, travelers will no longer need to juggle between different reference numbers and documents when they travel. With a single reference number they will be easily recognized by all service providers.

3. Artificial Intelligence (AI)

Artificial Intelligence (AI) is already being embraced by industry to improve the passenger experience. Today 14% of airlines and 9% of airports use Chatbot’s with AI technology to communicate effectively with passengers. AI allows simple queries to be handled swiftly, freeing up customer service professionals to tackle more difficult issues effectively. And this is set to continue. Beyond Chatbots, AI technology has the potential to revolutionize the travel experience. Imagine having access to a 24-hour personal travel assistant who is able to predict your travel choices, knows your preferences and can create a personal experience for you. AI travel assistants are the future.

4. Blockchain

Few technological innovations have received as much interest in the past few years as Blockchain. Although this ingenious secure payment mechanism came to prominence through the recent trading surge in cryptocurrencies, it is unquestionably an invention with immense potential for widespread application and one that IATA believes offers benefits for passengers and airlines.
Few people realize that from the moment you search online for an air ticket to the time you arrive at your destination, the airline is just one of around 26 business partners involved in the aviation chain. Each member of that chain takes a profit margin. Blockchain payments are faster and more efficient, thus reducing costs for all the partners in the value chain. IATA has therefore begun looking at how a Blockchain payments system could work.
Apart from reducing the costs, which could benefit passengers other advantages include greater transaction speed, resilience, and protection from fraud, since the parties involved in the transaction are no longer relying on a single third party as an intermediary.

5. Remote sensing technology

Turbulence is the largest cause of injuries to passengers and crew. And for nervous passengers it’s a nightmare. Today, pilots use multiple sources of information to manage turbulence inflight, from weather radar and charts to information from other pilots and air traffic controllers. To reduce the risk of turbulence-related injuries, IATA is developing a turbulence sharing information platform containing real-time, aircraft-sensed turbulence reports in close collaboration with multiple global airlines and industry stakeholders.
Beyond that, aircraft manufacturers are exploring the use of new remote sensing technology to make turbulence avoidance even better. The new technology emits pulses of laser light from the plane’s nose, scattering small particles. Observing the reflected light in segments, the pulse provides measurement of the wind speed at increments all along the direction of the laser allowing turbulence to be avoided.

Conclusion

There can be no doubt that these new technologies will transform the passenger experience. But what can’t be guaranteed is the pace of change. Government regulation, resistance to change and cyber security challenges are issues that threaten the speed of development. But what we can be sure of, as we hover on the cusp of the fourth industrial revolution, is that the passenger journey of the future will look very different from today.
*Muhammad Al Bakri is International Air Transport Association (IATA)’s regional vice-president for Africa and the Middle East.

source : https://tinyurl.com/yct3gbhv

Airport Advisor.. The app the help airports manage their Customer Experience

Karima Kouidri — Sun, 11 Feb 2018 16:00:12 +0000

Have you heard of Airport Advisor ?

Airport Advisor is a mobile app which gives to traveller opportunity to express their customer experience at Airports…
Airports will get the opportunity to find out what travelers thinks about their installations and services.
Airports can get through the app a wonderful opportunity to get Data about their terminal’users and be more occurate in their commercial offers and get more loyalty … in the big time of a fierce hub’ concurrency.
Don’t waist time.. We are waiting for airports to become our customers and deliver them this..
Airport Advisor is available for Android and Ios in 14 languages.. A worldwide “Première ”
For IOS here : here
For Android : here

www.airport-advisor.fr

10 Essential Gadgets To Make Air Travel Better

Karima Kouidri — Sat, 10 Feb 2018 12:43:48 +0000

Top 10 Essential Gadgets To Make Air Travel Better..

travel gadgets! These smart tools that have forever changed the way we experience the world are life-savers for today’s. The best travel gadgets for your next trip. From backpacks to suitcase to pillows and everything in between.

INTELLIGENT AIRPORTS

Karima Kouidri — Fri, 02 Feb 2018 14:09:39 +0000

Airports need to get smarter and not just bigger in order to meet the operational and capacity challenges of tomorrow, writes Kelly Allen.

Civil aviation is booming, the tumbling cost of air travel helping create one of the fastest growing industries in the world as air passenger volumes and airline revenues continue to grow at a rapid pace.

The upward trajectory in traffic is, however, only adding to the pressure on airports, which are under constant scrutiny to maintain or enhance their performance as passenger numbers continue to grow and the number of routes and flights increase.

Going forward, there is a very real need for airports to improve their operational efficiency and profitability, and increasingly we are seeing that it is new technologies that are making the difference in terms of efficiencies for capacity constrained airports.

New technology taking off

Before looking at expansion, airports need to look inwards. According to SITA’s Air Transport IT Trends Insights 2017, airports will spend more than $8 billion this year on IT services, with a big leap in R&D focus on biometric identity and artificial intelligence.

The Internet of Things (IoT), automation, big data, robots, AI and virtual reality are becoming part of the civil aviation ecosystem, along with integrated data collection and better real-time communications channels.

To make the most of these technologies, airports need to put in place processes that simplify and speed up collaboration within aviation communities.

Managing a complex ecosystem

In both operational and customer facing roles, the potential for IoT-enabled connected assets to streamline processes cannot be understated. Real-time visibility into the condition of assets or location-based services, and beacons for wayfinding and asset tracking.

Digital marketing and signage, live information sharing, remote sensors for monitoring runway or environmental conditions, IP cameras linking to facial recognition software or enabling whole digital control towers. Baggage handling, passenger tracking and self check-in – it’s everywhere.

However, it’s a near impossible task to manage all these types of technology if they are rooted to individual subsystems which all need their own management and maintenance.

No matter what digital tools, platforms or systems airports choose to adopt, they will never reach their full potential without the right network or communication building blocks.

Further to this, ineffective implementation will increase the potential for these new devices to place a strain on network resources, introduce new vulnerabilities and affect traveller experience.

Yes, aviation industry players need to align, but airports in particular need to evolve towards cost-efficient IP-based solutions for most systems. This will immediately enable better connectivity between people, processes and smart ‘things’ – and also simplify IT management. This is where the connected airport comes in.

Digital security – managing IoT a top priority across the board

Whether its IP security cameras, heating, ventilation and air conditioning (HVAC) systems or information boards, running all processes on a single network infrastructure is more cost-effective to manage and maintain, and offers much greater visibility on an enterprise-wide scale.

But there are dangers to poorly secured deployments and any compromised device can be a possible backdoor into the network. As more fixed and mobile devices connect to the network edge, it becomes increasingly important that these IoT devices are properly contained.

With network virtualisation techniques, it is possible to create virtual isolated environments on a single infrastructure and make IoT more manageable. This enables different teams or departments to maintain their own IoT network deployments.

Virtual segmentation on the network can create ‘IoT containers’ to group together, manage and secure devices and users, and in the event of a breach, can stop threats moving east-to-west across the network.

IoT containment also makes it possible for the different departments to enforce their own quality of service (QoS) policies on the network to optimise their own operational processes.

In each virtual IoT container it is possible to see and manage all the traffic and users, prioritise devices and applications, reserve or limit bandwidth, blacklist devices or monitor for suspicious traffic patterns.

QoS policy enforcement can ensure that critical operational processes or network assets can always get the network resources they need to function properly.

Providing stakeholder co-operation and collaboration

Enterprises are shifting towards connected platforms, where people, processes and ‘things’ can connect and collaborate, airports included. The complicated community of stakeholders – airport operators, airlines, groundhandlers, passengers, authorities and regulators – can all benefit from removing the barriers to information flow.

Airports can manage passenger movement, optimise operations and implement better emergency communications.

Airlines can provide a hassle-free customer experience by relying on infrastructure such as beacons for automated notifications.

Passengers can get real-time updates about estimated waiting time at security lines, locations of specific airline check-in counters, gates or baggage belts.

And retail concessions and restaurants can use location-based services to promote offers, which will lead to increased interaction with passengers and a subsequent increase in revenue.

Critical passenger or situational information can be shared directly between relevant parties in real-time – getting the right information to the right people, exactly when it is needed.

Open APIs – the key to connecting people with processes

For this to happen, systems need to be de-siloed and communication tools, such as instant messaging, voice, document sharing, video and alerts, need to be integrated directly into applications and systems.

This is possible with open APIs beginning to come from some of the world’s leading communications vendors – giving technology partners and third-party providers the opportunity to make communication and collaboration tools a central feature of digital airport services, not a disconnected afterthought.

With open APIs in cloud-based communication platforms, developers can add real-time communication features in their own applications without needing to build or extend backend infrastructure and interfaces.

Open APIs allow for the integration with current in-house and third-party apps, providing a separate and secure environment – allowing multiple users to access the platform at the same time.

These ‘open’ platforms enable developers to extend these connections to stand-alone infrastructures, opening the door to new working models based with innovations such as IoT, AI and task-automating bots.

Having open APIs behind communications platforms can also allow airport operators and passengers to benefit from proactive notification services which incorporate security devices, operational equipment and even fire safety alarms into one connected communications platform – with the goal of increasing safety, avoiding production downtimes and securing buildings.

Intelligent airports – not just a vision, but a reality

To meet these challenges, airports need innovative solutions and infrastructure must be used more intelligently.

Airports need to use technology to make the most of their budget and resources, to manage rising volumes of travellers, meet the increasing demands of tech-savvy passengers and commercial tenants.

The need for real-time information exchange will see airports adopt new technologies for a free-flow of communication.

Innovations that integrate smart devices and share information at every point of a passenger’s journey, and enable greater communication between civil aviation stakeholders, will play a vital role.

But rolling out the right infrastructure needs careful planning, an eye on future developments and a security-first approach – from customer-facing services, right down to the hardware.

The intelligent airport is more than a vision, it’s a must have. With the right infrastructure, it has the potential to become a global reality.

About the author

Kelly Allen is director of transportation in Europe north for communications and networking provider, Alcatel-Lucent Enterprise (ALE).

source : https://tinyurl.com/y8a33a5g

Ad tech, blockchain and travel

Karima Kouidri — Fri, 24 Nov 2017 11:19:22 +0000

Ad tech, blockchain and travel – a new area for disruption (or not)

Industry first alert! “The very first blockchain-based auction for advertising inventory” is taking place and involves a travel media business selling space on one million printed-at-home boarding passes for a major airline.

AdEx Network describes itself as a “a decentralized ad network” and has linked up with Ink Global, a travel media business with interests ranging from hard-copy inflight magazines to targetted ads on travel documents, apps and websites. It works with more than 20 airlines worldwide.

Ink says that passengers look at their “[printed] boarding passes at least four times” making it “one of the most effective media spaces”.

A Medium blog post from AdEx explains that the auction “will be executed on the Ethereum network via the AdEx mainnet exchange…” and while AdEx is handling the auction, Ink and the unnamed airline “will have final decision in accepting or rejecting bids, as well as all advertising creatives.”

The post makes some bold claims, with AdEx saying the tie-up is “a huge step forward in the reshaping of the online advertising landscape”.

Marketing materials posted onto the AdEx homepage are equally bullish, with claims that AdEx will “disrupt the existing online advertising landscape and address its significant problems: advertising fraud, privacy and consent to receiving sponsored messages, etc.

And there is an animated YouTube video summarising what it does

The extent to which blockchain can be truly disruptive is still the subject of much debate. At a tnooz-hosted session at WTM London earlier this month, Kevin O’Sullivan, lead engineer at SITA Lab, suggested that blockchain could have as big an impact on B2B as the web had on B2C, although that is unlikely to start happening until at least five years down the line.

Ad tech could be in the blockchain firing line as it is a B2B function which relies on a series of intermediaries. AdEx Network seems to think that digital advertising can operate without the intermediaries and that its blockchain-based exchange is a viable alternative.

The tie-up with Ink is an interesting first step but there is a world of difference between producing a snazzy YouTube video and building a successful business using a technology which, let’s face it, currently has significantly more use cases than case studies. Although it might be worth noting that people were probably saying similar things in 1996 when a business called Microsoft Expedia Travel Services debuted on the web.

source: https://tinyurl.com/yajgacnd

How big data is revolutionising the way people travel

Karima Kouidri — Thu, 16 Nov 2017 08:22:52 +0000

The sky is the limit: How big data is revolutionising the way people travel

Air travel technology takes off

Karima Kouidri — Mon, 30 Oct 2017 09:56:16 +0000

New technology at airports promises to dramatically transform the travel experience for passengers.

(Image credit: Changi Airport Group)

By Francis Kan

In the very foreseeable future, a passenger travelling from Changi Airport could possibly walk from the main entrance of a terminal all the way to doors of an aircraft without having to deal with a single airport employee.

This enticing vision of air travel – which removes time-consuming queues and cumbersome security checks – is already a work-in-progress at Singapore’s world-class airport in the soon-to-open Terminal 4 (T4). This new terminal employs artificial intelligence (AI) technologies, such as facial recognition, that allows passengers to bypass manned counters and use more self-service options at each stage.

“The facial recognition technology is so advanced that it can even discern the difference between a pair of twins,” said Steve Lee, Changi Airport Group’s Chief Information Officer.

While self-service options have been rolled out progressively at Changi since 2015, T4 – which is set to open on 31 October 2017 – will be the first to offer a start-to-end automated experience that covers check-in, bag drop, immigration and boarding. The new system is expected to result in manpower savings of about 20 per cent in the long term.

Enhancing the airport experience

From biometrics for passenger check-in and boarding to predictive tools that help minimise flight delays, technology is being used at more airports around the world to improve operational efficiency and make the passenger experience a more seamless and less painful one.Airport security and border-control processes were identified as the biggest pain points by passengers in the 2016 Global Passenger Survey conducted by the International Air Transport Association (IATA).

“In many cases, innovation and technology can vastly improve the experience at the mandatory parts of their airport experience, so much so that it can become a pleasure rather than a pain. The reality is that passengers are happier when they use technology,” explained Sumesh Patel, President, Asia Pacific at SITA, a specialist in air transport communications and information technology.

SITA’s research showed that satisfaction is higher during air travel when self-service technologies are used, particularly at bag tag and collection, and passport checkpoints. Satisfaction is boosted even further when technologies such as mobile services and biometrics are employed.

Airports and airlines are sitting up and taking note. SITA’s 2016 Airline and Airport IT Trends Surveys revealed that predictive tools using AI are likely to be adopted over the coming five or 10 years by industry players. According to the survey, some six per cent of airlines are already trialing AI, another 17 per cent expect to trial the technology in the next five years, and 21 per cent expect to do so in the next six years.

Experts say that airports in Asia-Pacific are in general taking the lead when it comes to using technology to manage the region’s robust passenger growth. The region is expected to lead the growth in global air travel, accounting for more than half of the new passengers over the next 20 years, with China as the world’s largest aviation market by 2029, according to IATA’s 20-Year Air Passenger Forecast.

Making travel more inclusive

New technology at airports also aims to improve the travel experience for the elderly and people with disabilities. Solutions such as automated check-ins, for instance, mean that there is no need for them to check in physically in the airport or even online.

While there are still challenges, such as few standardised regulations, they are being worked on. Vinoop Goel, Regional Director, Airport, Passenger, Cargo & Security Asia Pacific at IATA, said that they are “working with governments to standardise regulations where it comes to travellers with disabilities so that there is less confusion for passengers and smooth facilitation for them.”

Challenges aside, industry players expect technology to continue to improve air travel for passengers. Changi Airport’s Mr Lee, for instance, believes that using biometrics to authenticate a person’s identity can be used for a wide range of applications beyond just facilitating the travel process, such as locating a child who gets lost at the airport.

Indeed, beyond self-service options, the processes being tested at T4 include security screening, GST refunds, baggage claims and ground transport, as well as passenger and baggage transfers.

Coupled with other technologies such as robots – which already carry out tasks such as cleaning and carrying luggage at Seoul’s Incheon airport – and self-driving cars, the longer-term picture for air travel is a truly exciting one.

As Sumesh explained, “Imagine arriving at the airport in your self-driving car, having your bag collected by a robot, presenting your face to a camera to get yourself through all the check points and boarding a plane. And all you have to worry about is what to buy, do or eat at the airport before your flight. These things are coming, it is only a matter of time.”

source: https://tinyurl.com/ych5k8kt

Britain doesn’t want to pay for Brexit. Is Travel Retail any different?

Karima Kouidri — Tue, 24 Oct 2017 18:57:21 +0000

Britain doesn’t want to pay for Brexit. Is Travel Retail any different?

By: Ivor Smith • Founder: www.dutyfreeonarrival.com

Does Travel Retail know what GDS means and what does a GDS think Travel Retail is?

The answer is simple, yet very complicated. Travel Retail to us, or at least those reading this blog, means the retailing of “Duty Free” related products in airports, on airlines or other travel mediums, like Cruises.

To a GDS, it means the selling (mainly) of bits of paper, or the digital PDF version, such as an airline ticket and all the associated Ancillary Revenues. These Airline revenues are now as long as your arm; seats, baggage, priority boarding, lounge access. You can even find and option for Oxygen and Firearms. Firearms, what’s that all about?

Oh, I forgot to explain GDS! (Global Distribution System).

Well, every time we book a flight, someone has to process this transaction by offering you the Airline, routing, prices, options and conditions. You might book through a Travel Agent, online or physical, or direct with the Airline. But, one way or another there is a GDS or a Booking Engine involved somewhere along the line. It is quite rare now for us to go to the airport ticket desk to buy a ticket like we used to do. It is now getting even rarer for us to pop down the High Street to a Travel Agent.

GDS are mostly “Commission Agents”, earning a buck or two on each transaction. Which, when grossed up for all those flyers, is a lot of money. Without going into some of the perennial wars that have evolved between GDS’s and their Airline partners, they figure in your travel life from the start of your journey and beyond. In fact, they can also figure in everything you need, such as Hotels, Car Hire, Catering, Lounges and Airport Fast-Track. A GDS thinks that “Travel Retail” means the Merchandising of all those bits of virtual paper. What it doesn’t think, is that “Travel Retail” means that selling of all those physical Luxury Goods to the Travellers of the Globe.

Amazingly, what GDSs don’t figure in or “Merchandise”, is your wish for that duty-free Chanel No 1, those Marlboros or that JW Black on the rocks, sipped at sunset from that exotic resort hotel you also bought from them!

Amadeus and their Subsidiary, Navitaire are the largest of the GDSs, servicing multiple Airlines, be they Traditional Legacy or the modern day LCCs.
Here is what Amadeus publish as their Global Ancillary product offer for their Partners….

source : https://tinyurl.com/yaelpne4

The top 10 ways the Internet of Things will shape the way we travel

Karima Kouidri — Thu, 05 Oct 2017 12:50:34 +0000

Have you ever noticed how many breadcrumbs you drop when you are eating a sandwich? And have you ever considered the variety of information that your trail of breadcrumbs leaves? For starters, it reveals the place where you’ve been. Perhaps it’s your favorite seat in the lunchroom, or the fact that you always eat at your desk. It also shows the kind of ingredients you prefer, like whole wheat over white, mustard with no mayo, or how messy or tidy you are.

When analyzed, the amount of data you provide by eating a simple snack is immense. The trace you leave behind is like a portrait, and it may reveal the best way to engage with you.

Like the breadcrumbs that fall off the sleeves of your shirt, the Internet of Things (IoT) can capture a treasure trove of data. Our travel habits are filled with data points that can be used to improve the travel experience to make it easier, faster and better than ever before.

So how can the Internet of Things shape the way we travel? Here are the top ten use cases Amadeus is looking at today:

Fuel Monitoring: The collection of aircraft data, such as weight of the load, weather patterns, trajectory or navigation, can be used to plan and reduce fuel consumption.
Passenger verification: Long security lines are the bane of airport managers and travelers alike. What if passports were replaced by a single biometrics scan that could act as a travel ID, or a smart phone app that stores securely encrypted personal data to share with traveler consent? Improved passenger verification could translate to less time boarding and more time spent shopping at the duty free shops.
Asset monitoring: Sensors can track and monitor assets like non-motorized ground support vehicles used to load suitcases in the airplane’s hold. Airports like Schiphol, in Amsterdam, are using that data to locate their vehicles and dispatch them in the most efficient way.
Predictive maintenance: Airports and airlines can’t afford to let things break down during peak hours. With sensors to monitor engine performance and other key systems, maintenance can be scheduled as soon as something looks off to reduce breakdowns, delays and costs.
Connected Vehicles: Ground transport is also a primordial contender for potential development. Analyzing real-time data from millions of connected cars can lead to enhanced safety and decision making – no more running the red light because you didn’t notice it. The use of Internet of Things sensors and connectivity will also improve how they are serviced, maintained and designed.
Connected Rooms: Guestroom automation in property management can help deliver better service and save costs. Using Radio Frequency ID (RFID) technology, hotels can track items in the room. The chip is read by sensors in the hotel room, and can be used by housekeeping to see if towels need to be replenished or if room-service trays need to be picked up.
Hyper-personalization: For hotels hyper-personalization defines a brand new guest experience – customized room settings, automated check-in, etc. Customer preferences can be stored so that favorite shows, preferred newspapers, or other details like extra towels or a yoga mat are already arranged before a guest arrives. Be one step ahead of the game and offer your regular business traveler the Financial Times in advance to foster loyalty.
Location-based interactions: They can provide contextual information to the user through location data. A business traveler might only have 20 minutes to eat between meetings. In that case, location data might suggest the best takeout restaurants nearby with the best customer reviews. If they are allergic to gluten, they could receive the nearest gluten-free restaurant recommendations in their neighborhood.
Wearables for improved operations: The use of Internet of Things on wearables can simplify operations like credit card payments or ticket access. Wrist bands can be your best ally when visiting a theme park. Disney’s MagicBands collect data from visitors to avoid issuing tickets, personalize the experience by keeping track of their preferences, and enable them to use the bands as an alternative payment method to credit cards.
Baggage tracking: Imagine if you could keep track of your bag in real time. Baggage tracking could ensure that lost baggage is a thing of the past.

The applications of the Internet of Things in travel are numerous. These are just a few of the use cases we’re looking at now. Are there others you’ve thought of? Let us know in the comments below.

source : https://tinyurl.com/y7ft8vrq

Research reveals consumers’ brand trust traits

Karima Kouidri — Tue, 05 Sep 2017 17:57:32 +0000

Consumers favour established brands, local travel agents and online travel booking sites, new research reveals.

When asked to name their favourite travel brand, Thomson was most mentioned, followed by Booking.com and Thomas Cook.
However, consumers also mentioned over 70 different brands, highlighting the wide range of travel brands engaging UK consumers.
What consumers want more from travel brands is value for money (59%), convenience (58%) and good customer service (58%), according to the research, conducted by marketing industry association the DMA and Foresight Factory, with partners Emarsys, Epsilon, Feefo and Wiraya.
The top reasons consumers remained loyal to brands in the sector repeat similar themes of good service experience (53%) and good deals (40%), with the addition of a good loyalty or a rewards scheme (40%) to the top three.
Within the travel sector hotel and accommodation brands are most trusted (65%) followed by airlines (55%) and online travel booking/price comparison sites (54%).
However, this compares to 73% of consumers saying they trust supermarkets to do business fairly.
This was further highlighted, with 37% saying it is important they feel airlines are “not lying to them”, but only half that proportion (18%) say airlines actually deliver on this.
Scott Logie, chairman of the DMA customer engagement committee, said: “It’s particularly interesting to see the range of options favoured by customers.
“When people were asked to name their favourite companies to use for travel, the sheer volume of travel brands mentioned was somewhat surprising.
“From household names to local travel agents, as well as the new online intermediaries. As individuals we want choice, but we also want to ensure our holidays are hassle free, so we go with companies we trust – even if that is the small local travel agent.”
More than half of consumers (52%) are willing to use a chatbot to help with pre-travel or booking questions, such as asking an airline for flight details, the study found.
Once in the airport, 51% would also be open to sharing their data in order to receive mobile alerts about boarding directions and timings when in an airport.
Augmented and virtual reality presents also a new potential channel for travel brands to engage customers, with more than half (53%) interested in using a virtual reality headset to see a hotel room they are considering staying in.
In addition, 44% would like to use augmented reality to get information about the sites or attractions they visit.
DMA managing director Rachel Aldighieri said: “Holiday travel is both an exciting and stressful experience, with the chance for distrust and caution to arise in the customer’s mind.
“Brands that can empathise with customers’ needs at whatever stage of their holiday journey and create communications that reflect their needs will have the potential to build stronger relationships in the long run.”
Feefo chief marketing officer Matt West said: “Trust is so critical to the travel business that successful companies such as Booking.com realise they must offer a platform that verifies reviews and presents them in a readily accessible but unvarnished format. It is no longer acceptable to plaster your website with phoney reviews praising your business.
“As the industry evolves further, authenticated reviews are going to be the touchstone for trust and transparency in the minds of increasing numbers of potential customers who can smell a rat when it comes to reviews that are fake or filtered.”

source : https://tinyurl.com/ybz75cag