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Over the last couple of years, we’ve seen how COVID-19 has transformed the traveler experience. At the start of the pandemic, there was mostly no travel.
Over the last couple of years, we’ve seen how COVID-19 has transformed the traveler experience. At the start of the pandemic, there was mostly no travel. But when we were able to travel again, the industry sprang into action to make travel more accommodating during a very difficult time. For example, airlines blocked the middle seat, offered no change or cancellation fees, and made a leap into self-service. These small and big steps in the right direction paved the way to rebuilding traveler confidence and set the world on a course to a slow travel recovery.
According to theAmadeus 2022 travel trends ,we are seeing a substantial increase in travel searches, with once-in-a-lifetime trips and group travel coming to the forefront. For the latest holiday season, passenger volumes neared pre-pandemic levels – with one day evenoutperforming the same day from 2019 – signaling a desire to travel again. As passenger traffic ebbs and flows, airlines will need to remain agile in serving up a customer experience that manages the traffic and caters to all travel needs. Whether travelers go big or not in 2022, they’ll still demand a top-notch customer experience during the booking, boarding, and in-flight journey.
Bring back the magic of innovation
After spending months and months daydreaming from home about traveling, it’s no surprise that people are planning new adventures. One key trend Amadeus identified is group travel and "friendcations ".With more people traveling and in packs, airlines are in a unique position to implement technology that facilitates group travel, especially the health verification process. A major challenge coming out of the pandemic was the process to verify health records, such as COVID-19 tests and then later proof of COVID-19 vaccination. It became a time-consuming experience for passengers. To ease one of the challenges airlines face, Amadeuspartnered with IBM to check and validate COVID-19 health documentation. TheIBM Digital Health Pass is now integrated intoTraveler ID for Safe Travel ,Amadeus’ digital health verification solution. Airlines can incorporate the use of COVID-19 health credentials into their existing reservation and booking system, allowing passengers the option to scan or upload documentation to show their health credentials. With new technology making solo and group travel easier – like Amadeus Traveler ID – taking a trip will feel more attainable during an unpredictable time.
Get to know your passengers – on the ground and at 30,000 feet
As we move into a new phase of travel, we must remain agile and willing to move in the direction of where our travelers are headed. People’s attitudes and behaviors can change when faced with new challenges. And during a global pandemic, it’s more difficult to anticipate their needs as regulations change and sanitary measures come more to the forefront. Earlier in the pandemic, we saw companies react, pivot, conduct trial periods with new processes – all to keep up with fluctuating demand and passenger needs and expectations.
Starting with the search and shopping experience, travelers want transparency, ease, and flexibility.Amadeus Digital Commerce allows airlines to customize their digital front-end with our API. The advanced shopping cart makes it easy for users to save flight offers for up to three months. This feature aligns with traveler buying habits, especially now as consumers are thinking about and searching for their next trips but may not be ready to book.
When it comes to the check-in process, the expectation for that touchpoint can also be unique from one passenger to the next. Airlines will need to monitor shifting preferences and use those insights to offer a reimagined experience. With every interaction, airlines can glean more insight into how to ensure passengers become returning customers.
Looking ahead to a new era of travel, we want to keep our ears to the ground and learn how to drive better passenger experiences – again and again. Having the right information and applying it at the right time can help airlines better plan and prepare each step of the passenger journey. However, it will require collaboration with the partners who share the same vision and ethos for technology’s role in taking the passenger experience to the next level.
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