In their new report, experts predict growth in the tourism industry and its technological development. They believe digitalization offers travelers a wide range of choices at every stage of their journey, while they, in turn, expect flexible and personalized offers from industry players. Against this backdrop, Amadeus experts analyzed the travel market and identified 10 key trends for 2020.
If it's not on social media, it doesn't exist.
Instagram's 500 million active users worldwide post approximately 85 million photos daily. Moreover, 40% people under 33 cite Instagrammability as a decisive factor when choosing a vacation destination. For the younger generation, smartphones have completely replaced PCs for searching and booking travel, and travel companies must consider mobility when building relationships with customers.
Conscious tourism
Sustainable development and eco-friendliness have also become a determining factor in travel choices: tourists have become more mindful of the environmental footprint of their travels and their impact on the local economy. Market participants have begun adapting to these new conditions—hotels are reducing their use of plastic, and travel agencies are creating conscious tours at eco-friendly hotels.
Solo travel
According to global statistics, the number of single and/or divorced people is growing annually, impacting tourism demand. However, solo travel doesn't always mean complete solitude: many people go on vacation to meet new people. Recent research shows that for the first time, women outnumber men among solo travelers, a fact that travel providers must also take into account.
New payment methods
The number of on-site purchases during travel is increasing annually, and along with the growing demand for mobile solutions, financial technologies are rapidly developing. For example, over 300 travel payment methods are now available worldwide. The introduction of new financial instruments will allow travel companies to significantly improve the user experience for their customers.
Shifting the paradigm of loyalty
The battle for loyalty will reach a new level in 2020: as tourism giants expand into new business areas, smaller players are beginning to offer niche services for narrow target audiences, while the wide selection makes travelers increasingly selective. Customer targeting and related technologies will become a key competitive advantage for travel companies in the coming year.
Artificial intelligence for the benefit of customers
Companies are seeking to optimize workflows and speed up customer inquiries by implementing artificial intelligence and testing direct booking mechanisms through messaging apps and bots. Using AI for routine inquiries allows for faster customer service, freeing up customer service capacity for tasks that require personal attention and improving service quality.
Voice assistants
Voice assistants have already become commonplace among smartphone and smart home users, but in the tourism industry, widespread adoption of voice control is expected within the next year. Investments in voice technology will further enable quick access to traveler data, the sending of timely notifications, and the inquiring about the well-being of their clients through live conversations while in flight.
Mobile applications
Mobile content offers travel agencies limitless opportunities. Difficulties arise when relevant information must be collected from multiple sources. "Super apps" combine various services and allow users to monitor social media, shop, order food, and book tickets and hotels using a single app. The proliferation of 5G networks and mobile devices will further fuel the growth of mobile content and the popularity of "super apps."
Virtual reality in the world of tourism
Virtual reality (VR) will also play a significant role in the tourism industry this year. The availability of headsets and devices for fully immersive experiences is fueling the popularity of VR and challenging traditional tourism: travel companies can now open the world of travel to those who previously couldn't afford it.
Nothing can replace the human approach
Digital technologies can predict user behavior, anticipate potential problems, and resolve them, providing an unprecedented level of customer support. However, humans still prefer to interact with humans, raising the bar for travel companies. Successful travelers will be those who understand their audience from the inside and tailor personalized offers to each traveler's needs.
Source: trn-news.ru