Distribution, technology & disruption

COVID-19 accelerated changes in the way travellers research, plan, book and pay for their trips, as well as resetting expectations about the travel process. The uncertainty of the past few years has resulted in travellers putting a premium on flexibility and risk minimization, reduced booking windows, increased levels of self-directed & online sales, accelerated the transition to mobile and created a new preference for always available support through the travel process.

Technology is at the heart of these disruptive changes – supporting travellers in new ways and enabling suppliers to adapt to the new preferences of their customers. This disruption also forces the rest of the travel chain to adapt to how they do business, from advertising and booking all the way through to customer support and feedback.

• What are the key technologies that need to be incorporated to meet these new challenges?

• How is the interaction between segments of the travel chain changing due to these changes?

• What are the current technology opportunities that need more investment to bring them to fruition?

• How do travel companies get ahead of the game? Is it better to use existing platforms or to develop bespoke solutions?

• Where are travel companies falling behind, and what can they do to keep up with the pace of change?