FlightHub and JustFly on the Technology Shift to Personalized Travel
P
ersonalized experiences are the future of commercial travel. Around the world, people have integrated technology into nearly all aspects of their lives.
With rates of local and international travel consistently rising, it comes as no surprise that technology and travel are becoming more intertwined each day.
Today's travelers find inherent value in custom experiences. They want to see the world through as unique a lens as possible. Recent advancements in technology within the travel sector have the potential to make high-level personalization happen.
FlightHub and JustFly take a closer look at how technology is helping to rapidly personalize travel.
Technology and Big Data
According to Adobe, Smart personalization is hard to do well in the travel industry. That's why today's best-in-class brands start with the fundamentals gathering the right customer data, building the right technology stack to handle it, and finding the right talent.
To optimize personalization in the travel industry, brands need the right data from the best touchpoints. Large companies have access to multiple sources of customer information. In fact, many technologically savvy businesses use machine learning (ML) and artificial intelligence (AI) to gather client information seamlessly. For more information on which data sources organizations typically use, consult the non exhaustive list below
Social media
Digital analytics
Transactional data
Consumer surveys
Customer reviews
Customer preference information
Rewards program data
Contact center information
Search intent
Mobile apps
Chatbot data
Technology and Personalized Travel Experiences
When travel brands have accumulated enough user data, the next step is simple—use it in conjunction with technology to create helpful, unique and unforgettable experiences whenever and wherever possible. However, the human element is still a crucial factor in efforts to further personalize travel. Ideally, technology should be used to improve on already excellent service provided by real people.
The Onboard Recognition feature of Delta's Corporate Recognition program is a great example. Some Delta flight staff are equipped with the Guest Service Tool. It allows for quick identification of high-value business passengers. Flight attendants can then provide additional assistance and service if needed.
If you want to create a great product, just focus on one person. Make that one person have the most amazing experience ever said Brian Chesky, CEO and co-founder of Airbnb, one of the premiere digital marketplaces for accommodation rentals.
See a short list of brands that have already integrated notable personalization into their organizations below
EasyJet (individualized travel stories based on first and next trip)
Hilton Hotels (virtual guides)
KLM (personalized emails and interactive magazine)
Best western (personalized geo-specific email promotions)
Princess Cruises (wearable devices that update cruise staff on customer needs)
Delta Airlines (Guest Service Tool)
AirBnB (localized promotions)
Many more
Personalization is more than a buzzword or trend. It's a reflection of evolving customer demands. The goal is simple deliver the ideal travel experience throughout the client journey for each trip. Around the world, technology is advancing rapidly. Few industries reflect this fact as clearly as travel and tourism. With personalized travel becoming a reality in a multitude of ways, the world is entering a new era of travel.
✔️ FlightHub and JustFly on the Technology Shift to Personalized Travel
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