[VIDEO] What do my barista and my travel agent have in common?

Tony Carter

Managing Director, Amadeus IT Pacific

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Every day I get my morning caffeine fix at a local café and Dan (the barista) usually starts getting my order ready before I’ve even reached the counter.


I go back to the same place every day, not just because they do a mean double shot, extra strong, espresso, but because of the personal service I get.

It feels good to know that someone cares about what I like and want, and can offer me exactly what I’m looking for with no fuss. When you think about it, we crave, and now expect, these tailor-made experiences across all areas of our lives.

What do we need?

We want apps to recommend new music or movies we might like; websites that offer us a list of items to buy, and retailers that can offer us something unique.

We want the world to know who we are and what we like, and adapt to us. And this couldn’t be truer for travel. When planning for a family holiday, you have specific needs to meet. Your wife wants a spa, your kids want the beach and possibly a gym, and you need a golf course (obviously).

When I book a family holiday, I go to a travel agent who knows my preferences; what airline I want to fly with, what destinations I might be interested in, and what type of accommodation I’m looking for. My travel agent can quickly offer me what I’m looking for. Plus, I leave the travel agency feeling like someone cares about what I want. The same goes for my business travel too.

We recently spoke to some of our customers about their views on the growing importance of personal servicein travel, and how it’s impacting their business.

Have a look at the video below to see what they had to say.

What is Driving a More Personalised Travel Future?


Traveler Experience, Asia Pacific, Videos