The travel booking world has been undergoing a major transformation, due to the technological advancements and digital tools which caused the travel consumers’ journey to go online. Whatever triggers the specific trip decision – the consumer’s journey will most probably include an important online component of researching and booking. Indeed, nearly two-thirds of US internet users researched travel via digital channels in 2013,
Online and Mobile Travel consumers want: • mobility, • flexibility • easy real-time access to information Consumers expect seamless connectivity allowing them to access the content they want when they want it across all platforms, and also increasingly expecting seamless transitions between different platforms. The introduction of smartphones represents one of the most significant technological developments in recent years, and it is having a major impact on the travel industry. Source: Euromonitor International, PWC, IHRA The travel consumer is leading the way in driving technological change.
Gone are the days when a one-size-fits-all booking strategy was enough. Today’s consumers expect, and can technologically receive, a personalized, customized experience, based on their previous searches and bookings, social networks, and other preferences. This requires a social identity log-in – the most common are a Facebook log-in or an e-mail address. The more advanced sites are taking the customized experience forward with a customized newsletter, containing on-time tips and discounts based on the traveler’s search. One of the best examples for social media integration is the Tripadvisor “Cities I’ve Visited” Facebook application, supporting Tripadvisor’s “Wisdom of Friends” initiative, so that if you’re signed in through Facebook, you get a better experience on TripAdvisor.