The panel identified three main global trends that are transforming the future of travel including; shifting customer behaviour, distribution evolution and the changing dynamics within direct and indirect sales channels and the digital transformation.
One of the first issues discussed was that of fragmentation during the customer experience. Fatin Said, regional communications manager, Sabre Travel Network, Middle East, believes that industry stakeholders, providers, intermediaries and sellers, need to work together to complement each other’s roles and address the industry changes collectively.
Talking about customer expectations, Said explained that it is no secret that today’s travellers want an optimal holistic experience. “They are accustomed to personalised offerings and services from other industries and expect a similar level of personalisation, experience and flexibility,” revealed Said.