VIDEO: How digitization impacts costs, consistency and confidence in travel

The COVID-19 pandemic has accelerated interest in and implementation of technologies that remove touch points across the travel journey. 

But travel providers need to balance that desire for a more contactless experience with maintaining the quality of service that travelers seek.

In a panel discussion during The Phocuswright Conference 2020, SITA head of technology strategy Sherry Stein says while the strategy has remained consistent, the messaging has changing as the pandemic has heightened concerns around hygiene.

“We’ve always been about ... how do we help travelers have a more efficient experience, less contact, remove paper in the process. And now that’s also become also about low touch/no touch ... and rather than an emphasis around security, it’s an emphasis around safety and sanitation,” she says. 

CitizenM chief operations officer Michael Levie says the travel industry is still “far behind” in its adoption of technology and needs to accelerate that to facilitate a consistent experience that can instill confidence in travelers. 

“The more consistent experience, the more comfortable we feel. If we have promise we can’t fulfill, that’s deadly,” Levie says.

“But whether it’s digital or good old-fashioned human service ... deliver your promise and be consistent.”

The panel, which also included Beachy CEO David Stange and Phocuswright senior analyst Lorraine Sileo as moderator, discussed the value of technology to create more convenience for travelers – enabling them to do more things through self-service and eliminating unnecessary delays and lines - and to create cost-savings and more efficiency for travel suppliers.

Watch the full discussion below.