How travel suppliers are elevating their service and product

The world is constantly evolving and in response, travel suppliers are adapting and growing their services in response to customer needs, traveler experience and well-being expectations, sustainability concerns, and advancements in technology. These drivers have become pivotal in shaping the way suppliers operate and deliver their services.

1000 Mile Travel Group’s (1000MTG) parent company Corporate Travel Management’s (CTM’s) 2023 Global Customer Survey found one of the top learning opportunities for the year ahead would be to better understand supplier offerings and their points of difference. We asked the 1000MTG team and CTM’s Global Supplier Relations team to share their insights, what they are witnessing from the airline, hotel, and car rental market and why it is important for our experts to stay on top of this growing and ever-changing industry.

Supporting traveler experience and well-being

By placing the traveler experience and well-being at the forefront, suppliers aim to create lasting memories and forge deeper connections with travelers. They understand that a positive, memorable, and satisfying experience not only encourages repeat business but also generates positive word-of-mouth recommendations and fosters brand loyalty. When costumers become loyal to a certain supplier this in turn helps experts plan quicker and more efficiently for their return clients.

Lauren Gray, 1000MTG  General Manager Australia said, “Our travel experts are at the forefront of making sure travelers have a good experience while traveling, knowing exactly what our travel suppliers offer and how this effects their clients is an important part of gaining trust and ensuring positive experiences”.

Erik Shor, CTM’s Chief Partnerships Officer North America & Global Hotels explains, “We’re seeing exciting transformations in airlines, especially in premium classes, with international refits taking place. Additionally, in-flight Wi-Fi has become readily available, ensuring a connected and convenient travel experience. It’s interesting to note that select international carriers are now offering significantly reduced stop-over rates – strategically positioning transit points to promote leisure travel. This trend aligns perfectly with the resurgence of hybrid and remote working, as well as a renewed focus on employee retention. Further, airlines are investing in expanding and improving lounges both domestically and internationally to accommodate more travelers and enhance their offerings”.

Marriott, Hilton, IHG Hotels & Resorts, Accor and Best Western Hotels are some of the largest global hoteliers, with IHG as an example offering 19 hotel brands across 6000+ destinations to broaden the choice for customers. The brands appeal to a wide customer base, whether people are staying on a budget or are seeking a luxury experience. No matter whether customers seek to save or splurge, all brands offer a welcoming experience. IHG has brands categorised by luxury and lifestyle, premium, essentials, suites collection and exclusive partners.

 

Sustainability Initiatives

With sustainability emerging as a prominent corporate focus, travel suppliers have made substantial investments in initiatives aimed at diminishing their carbon footprint and showcasing their commitment to environmental preservation. In fact, a 2023 GBTA Climate Action report states 86% of business travel suppliers say that they have integrated or are planning to integrate sustainability into their commercial objectives, with Europe ahead of other regions (91%).

CTM’s Chief Partnership Officer Global Air & GDS, John Balloch explains, “Airline fleet renewals are primarily motivated by the need for fuel efficiency, while hotels are implementing comprehensive sustainability programs and striving to uphold numerous environmental certifications, and car rental companies are increasingly introducing electric vehicles (EVs) into their fleet. However, regions like Australia are struggling to keep pace with sufficient public charging stations, in comparison to other regions.”

Technology to support a seamless experience

Technology advancements are revolutionising the way travel suppliers operate. They are leveraging innovative solutions to streamline processes, enhance efficiency, and improve the overall travel experience.

The hotel market is responding to the customer expectations of innovation and customer experience. The introduction of artificial intelligence and chatbots are allowing hotel brands to service their in-house customers 24/7, while freeing up their operational staff to attend to more complex tasks. According to Hospitality Technology, some of these chatbots are even built to detect emotion and distress signs, allowing the chatbot to reply appropriately.

Tenneale, 1000MTG Operations Leader said, “Travel suppliers are using technology to enhance costumer experiences, whether that be a hotel, airline or experience of some sort. It is important for Travel experts to understand how the suppliers technologies are changing and how they can best attend to their clients needs in the everchanging landscape of travel and technology.”

Airlines have also been investing in technology to improve customer service, in the airport, at the gate, and during the onboard experience. Qatar Airways has embraced the use of virtual reality with their “QVerse”, allowing customers to experience and navigate the Premium check-in area at Hamad International Airport and the cabin interior of the airline’s aircraft from the convenience of their electronic device.

Further, biometrics continue to be used by airlines to evolve and further reduce the time it takes from check-in to boarding. Some airlines have adopted the biometric passenger experience, which eliminates the need to present boarding passes or passports at the airline’s various service points. Those passengers who enrol for this service are automatically recognized at the self-service bag drop, airline lounges or boarding gate with no need to present any travel documents, shaving off time that can instead be utilized enjoying the terminal facilities, airport lounges, catching up on work or rest. Star Alliance, as an example, is aiming to have 12-15 of its airline members implement biometric solutions by 2025.

The travel industry’s evolution is not just a response to change but a proactive embrace of the opportunities presented by it. Travel experts, armed with insights into supplier offerings, sustainability practices, and technological innovations, are well-positioned to guide their clients through this dynamic landscape. By staying informed and adaptable, they play a pivotal role in ensuring that every journey is not just a passage but a remarkable experience tailored to the unique needs of each traveler. So, as we embark on this journey into the future of travel, let’s do so with curiosity, resilience, and a commitment to creating meaningful and sustainable adventures.