Modern technology has revolutionised the way we travel. The digital revolution has transformed the way we plan and book our trips, and even how we think about travel – with a whole internet of inspiration to choose from, the possibilities are endless.
However, advances in travel tech have clearly been driven by consumer need. It is consumer behaviours and travel trends that fuel the tools, apps and technologies we now take for granted every time we book online or check into a hotel.
For business travellers, there is a wide choice of time-saving, full featured tools to choose from – with the biggest hitters at the moment being TravelPerk, Lola.com, TripActions and TravelBank. This group of travellers has a unique set of needs compared to other passengers. They require platforms to make travel purchasing and recording business expenses easy, manage complex itineraries smoothly and control travel budgets.
These technologies are also driven by consumer behaviour, so let’s take a look at some of the trends currently affecting leisure and business travel globally.
Only 20% of airlines which collect traveller information use it to deliver a personalised experience. This is despite the fact that the rise of big data means that they have enough information to build an in-depth profile on virtually every passenger. Furthermore, research has found that 69% of travellers will demonstrate more loyalty to a provider that can personalise their experience
Business travellers are increasingly demanding full-featured mobile travel services, and they are often disappointed. In a survey by Travelport Digital, one of the most commonly cited ‘missing’ features from mobile services was the ability to change travel plans on the go. In an age where consumers expect to be able to do pretty much everything from their smartphones, the inflexibility of some travel services can be extremely frustrating.
A seamlessly digital journey
Time-poor travellers expect to be able to use travel management tools on mobile digital devices to do absolutely everything. Business passengers in particular are ‘always connected’ travellers, with 90% always carrying a smartphone on trips. They want to book, check in online, scan a boarding pass from their phones at their airport and even unlock their room digitally. The Travelport Digital survey found that a surprisingly high percentage of business travellers – 59% – even use social media channels to book flights.
If a manual or paper-based process interrupts this seamlessly digital journey, it can lead to a surprisingly high level of frustration. When airlines, hotels and travel companies talk to each other, it can produce fantastic results for passengers – as when KLM and Uber teamed up to offer Uber credits to travellers so they could reach their hotels.
If your travel tech business needs access to industry-leading talent to keep ahead of consumer demand, we can help. Get in touch with Expand Executive Search to find out how we can help to transform your recruitment strategy.