How Technology Improves Customer Satisfaction in Travel

🏨 Hotels, Meet Your 2024 Guest 👨💻 10,000 Travelers Speak Out on What They Want New Insights from IATA’s 2024 Global Passenger Survey What They Mean for the Hotel Industry With over 10,000 responses from 200 countries, this data provides a clear picture of what today’s travelers want at every touchpoint, and it’s packed with lessons for the hotel industry: 📈 Speed and Convenience Matter More Than Ever 89% of travelers would join a trusted travel program for faster security. 73% prefer using biometric data instead of passports. 45% want to complete immigration, and 36% want to check in before even arriving at the airport. 🌐 Digital and Direct Booking is Key 71% of travelers now book online or via apps, with 53% preferring the airline’s own website/app. Only 19% prefer human interaction, signaling a shift toward transparency and control in the booking process. 👫 Gen Z Values Experience Over Price Among travelers under 25, past experiences with an airline play a significant role in flight selection. Across all age groups, convenient departure and arrival times rank as top priorities. These insights hold valuable takeaways for the hotel industry: 💡 Adopt Time-Saving Tech at Every Touchpoint Streamlined check-in and check-out options, such as mobile check-ins and biometric options, meet guests' growing preference for speed and convenience. 📲 Make Online Booking Seamless and Transparent A user-friendly, detailed booking platform with clear information can build trust and enhance the guest experience, especially as travelers expect greater transparency and direct access to information. 💼 Prioritize Experience-Driven Loyalty for Younger Travelers Quality, consistency, and memorable service build loyalty, particularly among Gen Z. Leveraging loyalty programs with perks like express check-in, flexible check-out, and personalized services can keep guests returning. ♻️ Emphasize Sustainability Guests are more eco-conscious than ever. Hotels can align with this trend by integrating sustainable practices—digital key cards, reduced single-use plastics, and green amenities. As the travel landscape evolves, both airlines and hotels benefit by putting traveler preferences first—creating seamless, efficient, and memorable experiences. The data speaks: convenience, tech, and trust are the future of hospitality. If you’re curious about how to boost your direct booking channels or explore AI integration for a more seamless guest experience, feel free to DM me. Let’s talk strategy and help your hotel meet the evolving expectations of today’s travelers.

I recently spoke on stage with Chris Silcock, Hilton Hotels & Resorts's president of global brands and commercial services, about how the hotel giant is going to get smarter about using AI to improve travelers' experiences. The example he gave that most caught my eye? Improving the experience for loyalty members. You know how you walk into a hotel room and it feels like just another anonymous box? Well, Hilton's Silcock told me they're changing that game completely. Hilton's already telling their top-tier guests (think Diamond status, etc.) 40 hours before they even arrive: 'Good news - you're getting that suite.' No more finger-crossing at check-in. And Hilton has a vision for the future. They're planning to become more strategic and personalized about upgrades. Their AI will actually know WHY you're traveling because it'll infer it from clues (not unlike how AI can often detect cancer tumors on CT scans as well as radiologists can). Say you're taking a solo business trip. The AI will know and realize that maybe you don't need that massive suite.  But if you're traveling with the family for your anniversary? Now that upgrade makes you the hero at home, so that's exactly when they'll give it to you. In short: the kinds of rewards you get as a loyalty member should become much smarter. But the real magic happens when something goes wrong. I can say from personal experience that I was once assigned a guest room and the AC was broken. No bueno. Hilton's plan is to have smart home devices in the room monitoring for that. Instead of Hilton finding out about my guest room's broken air conditioning through a scathing review by me next week, Hilton's system will spot the problem either from its smart sensors in the room or from my text message, automatically alert maintenance, and get it fixed before I've even finished my business meetings. That's the dream anyway. And they're competing to get their faster as rivals like Marriott, Hilton, IHG, Wyndham, etc., are investing heavily in tech behind the scenes. Let's hope that embracing AI won't replace the human touch ... in a world where every booking platform seems to be trying to commoditize your hotel experience. Link to a video of my full interview with Chris in the comments. (From this month's Skift Data & AI Summit in NYC.)

Algorithms in travel: harnessing AI to elevate experience. Managing Director of Los Cabos Tourism, Rodrigo Esponda Cascajares talks with Mexico Business News. 'AI is rapidly redefining the travel industry, reshaping how travelers discover, plan, and experience destinations. For Los Cabos, a pioneering approach to a digitally empowered ecosystem demonstrates how AI can both enhance efficiency and preserve the emotional connection that defines hospitality.' Los Cabos Tourism has launched an award-winning digital platform that integrates tools, immersive technologies, and accessibility features across Web, mobile, and VR experiences. Highlights include: + AI-driven itinerary suggestions based on preferences, travel history, and real-time data. + Interactive maps and immersive 360° tours, accessible via browser or Oculus VR. + Incorporation of AudioEye to adapt font size, contrast, and navigation for visually impaired users. + A metaverse platform (“Los Cabosverse”) that features virtual pavilions on gastronomy, art, culture, ecology, and golf. Listen or read the article below for more info on how these innovations put Los Cabos at the forefront of a digital-first travel experience, benefiting both travel advisers with specific tools and resources as well as travelers. #loscabos #visitloscabos #fiproturloscabos #DMO https://lnkd.in/gADdGDUH

🤔 𝗪𝗵𝗮𝘁 𝘄𝗼𝘂𝗹𝗱 𝗖𝗼𝗻𝗿𝗮𝗱 𝗛𝗶𝗹𝘁𝗼𝗻 𝘀𝗮𝘆 𝗮𝗯𝗼𝘂𝘁 𝗔𝗜-𝗽𝗼𝘄𝗲𝗿𝗲𝗱 𝗰𝗵𝗮𝘁𝗯𝗼𝘁𝘀 𝗵𝗮𝗻𝗱𝗹𝗶𝗻𝗴 𝗴𝘂𝗲𝘀𝘁 𝗿𝗲𝗾𝘂𝗲𝘀𝘁𝘀? The response may astound you - and alter your perception of modern hotel operations. Hilton's visionary principles laid the foundation for hospitality innovation, offering timeless lessons for today’s hoteliers. Today, his principles are more relevant than ever, as technology transforms the hospitality industry. Find out how modern hospitality tech tools reflect Hilton’s thinking. 𝗣𝗿𝗶𝗻𝗰𝗶𝗽𝗹𝗲 #𝟭: 𝗜𝗻𝗻𝗼𝘃𝗮𝘁𝗶𝗼𝗻 𝘁𝗵𝗿𝗼𝘂𝗴𝗵 𝘁𝗲𝗰𝗵𝗻𝗼𝗹𝗼𝗴𝘆: ● Hilton championed efficiency and guest satisfaction. Today, solutions like Oracle OPERA Cloud streamline hotel operations, integrating all aspects of management into one platform. ● Hilton valued seamless guest experiences. Canary Technologies enhances this by offering digital check-ins and secure payments, reducing friction and improving guest satisfaction. 𝗣𝗿𝗶𝗻𝗰𝗶𝗽𝗹𝗲 #𝟮: 𝗣𝗲𝗿𝘀𝗼𝗻𝗮𝗹𝗶𝘇𝗲𝗱 𝗴𝘂𝗲𝘀𝘁 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲: ● Hilton's focus on personal service is echoed in today’s tech. Medallia uses AI to gather and analyze guest feedback in real-time, allowing for immediate improvements. ● Tailored guest experiences drive loyalty. Duetto offers dynamic pricing strategies to personalize offers, maximizing revenue. 𝗣𝗿𝗶𝗻𝗰𝗶𝗽𝗹𝗲 #𝟯: 𝗢𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗲𝘅𝗰𝗲𝗹𝗹𝗲𝗻𝗰𝗲: ● Hilton knew the importance of efficient operations. Optii Solutions optimizes housekeeping operations, increasing productivity and reducing costs. ● Streamlined operations lead to better guest experiences. Canary Technologies again plays a key role here, with automated solutions for hotel management. Want to learn more about these transformative technologies? Check out the HotelTechReport 2024 Market Leaders Report: https://lnkd.in/g59DFGGN Follow Hotel Tech Report and join the conversation on how to stay ahead in the hospitality industry! 👇 #hospitalityinnovation #PMS #hotelsoftware #hoteloperations

What if your mobile app became the ultimate key to your entire hotel experience—everything at your fingertips, from check-in to checkout, powered by AI? Imagine walking into your hotel room, and instead of fumbling with wall panels or remote controls, you open your app and seamlessly control everything—from adjusting the blinds and lights to setting the perfect room temperature. No more waiting for room service or calling the front desk for a reservation; it’s all done with a few taps on your phone. Now, imagine adding AI into the mix. The app doesn’t just remember your preferences—it anticipates them. Powered by AI, it learns from past stays, picking up on subtle details about what makes you comfortable. It knows your preferred room temperature, the meals you enjoy, or the time you prefer to check out. The app customizes the entire experience, offering tailored suggestions before you even ask. This vision of a mobile-first, AI-powered hospitality experience would create a seamless, personalized guest journey. It’s not just about offering convenience; it’s about connecting with guests intuitively and naturally. This approach would complement the essential human component of hospitality, which is core to the industry’s success, while also opening new opportunities for collaboration. Think about it: Companies in other industries—like AC providers or curtain vendors—could develop products that integrate seamlessly into this mobile-driven environment. Much like how Nest and Alexa have revolutionized the smart home, suppliers could create products that enhance the guest experience and work in harmony with these intelligent systems. Beyond that, this shift to mobile-first, AI-driven systems could also transform the hospitality workforce. Evolving existing roles and creating new hospitality career tracks focused on technology and data-driven guest experiences would not only upskill employees but also elevate the industry's overall service level. While this is a reimagined future of hospitality, it raises important questions for tech developers and hospitality leaders about how AI and mobile tech can elevate the guest experience. If you’re working on similar solutions or want to explore how such innovations could be implemented, let’s connect—I’d love to offer insights and help shape the future of hospitality tech.