Once upon a time, if you wanted to travel somewhere, you had to make calls, write letters, and physically visit the travel agency of your choice. These days, thanks to technological advancements like laptops, smartphones, and tablets, researching and booking travel options from your own home has never been easier. As technology continues to transform the way we work and live our daily lives, many experts agree that it will continue to have an impact on the travel industry as well. In this article, we’ll take a look at some of these advancements and how they’re changing the way people travel both locally and internationally.
The Impact of Technology on the Travel Industry
The digital revolution
Technology has changed the way people go about their everyday lives. This can be seen in how consumers search for, research, and book travel itineraries. Back in 2001, 72% of leisure travellers did not use a travel agent or another service to make their booking. But by 2008, almost 40% of leisure travellers were using a third party to either help them with planning, or making their booking ̶ with 10% making use of an online-only booking service like Expedia or Travelocity. The Internet is a major factor in this trend, as it’s made it possible for customers to get information from all over the world without ever leaving home. And it’s only continuing to grow: In 2013, 42% of leisure travellers said they used some sort of third party company to help plan their trips whether they are looking for Philippine long stay packages or short-term tours around France, while 11% booked all aspects of their trip via these companies.
Customer loyalty
It’s no secret that millennial travellers are a huge force in today’s travel market. These digital natives desire personalised, seamless experiences and constant connectivity. They want to make all decisions from their mobile device or laptop, which has opened up opportunities for innovative new technology like chatbots. Chatbots provide instant customer service 24/7, which eliminates the problem many hotels have with staff not being available at certain hours due to off-peak times and limited staffing. This enhances customer loyalty.
Customization
Technology has played a pivotal role in the travel industry for decades. From early advancements like talking devices and jets to help humans travel farther, to more recent innovations like Google Maps and Uber, travelling has never been easier. While technology has made it much easier to get from point A to point B, it’s also changed how people do so. There are so many customisations available whether you are booking a car rental or a bus that it is making life much simpler for all travellers.
Security
Technology is changing not only how people communicate but also how people travel. From booking a vacation to packing our bags, technology provides a sense of security and protection. One way in which technology has been utilised for safety purposes is through apps like TSA’s mobile app that allows passengers to track their flight times, download information about airport security regulations and stay up-to-date with the latest airport security news. Apps like these have made travelling safer by reducing waiting time in lines, providing real-time updates on flight delays or cancellations as well as enabling passengers to be prepared for any emergency situation that may arise while they are in transit.
Interaction with customer service
Technology is enabling companies to be able to provide customer service through non-traditional channels. Sites like Twitter and Facebook give customers the opportunity to communicate with businesses in a variety of ways and times, making customer service more accessible. Customers can tweet at an airline when they’re delayed or post a question on a hotel’s Facebook page, which can then be addressed quickly by someone who understands their concerns firsthand. As mobile devices become more advanced, it will be easier for businesses to communicate with their customers and vice versa. Mobile applications make it possible for people to find everything from maps to hotels wherever they are in the world.
Pricing and payment options
In today’s society, paying for things with a credit card is becoming more and less commonplace. This way, you can shop on your own time without having to worry about carrying cash or a chequebook. There are many different options out there for digital wallets, like Paypal and Apple Pay. These allow you to charge something to your account (credit card or debit card) that’s linked to your account.
Online reviews influence purchases
Online reviews are incredibly influential when it comes to what people buy and it seems as though, in today’s age, people will base their purchase off an online review more than they would just looking at a product description. In fact, a study found that seventy-three percent of consumers consult an online review before buying something new and forty-two percent trust reviews even more than advertising claims.
