Improving traveller behaviour through retailing, distribution and digital transformation

COVID-19 produced an immense impetus for changes in aviation distribution and retailing. On the customer side, buying patterns and expectations about selling, booking and personalization all shifted. On the airline side, the pandemic saw many airlines reevaluate their distribution, retailing and technology approaches. For the intermediaries and other third parties, an opportunity was created to adopt new approaches and technologies and negotiate new partnerships. 

• How is the distribution landscape shifting as airlines, their customers and suppliers map out new relationships? 

• As passengers continue to seek more personalised and flexible content, what digital strategies are being embraced to meet this demand shift?