28 Shaping the Future of Luxury Travel | Future Traveller Tribes 2030
A more collaborative luxury journey
On location and post-trip ESTABLISHED
_ Feedback during and after travel: using frontline staff and technology to ‘check in’ with clients and monitor their satisfaction, plus monitoring trusted review sites and social media. _ Collaboration: sharing internal feedback and areas of improvement with peers, seeking opportunities for partnerships and advocating good practice. EMERGING _ 24-hour, omnipresent cover: giving the ability to service travellers constantly, with a designated 24/7 assistance in every region. _ Improved reaction and response to traveller feedback: combining customer experience management and on-the-ground monitoring to initiate and respond to customer comments throughout their stay, gathering their opinions through their preferred channel, and compensating for any shortcomings with unprecedented speed and intuition. _ Collaboration: creating an official luxury travel regulator to oversee cross-sector collaboration, facilitating improvement.
Post-trip
On-trip
The trip cycle
Door-to-door
At airport
ESTABLISHED _ Advice and guidance: adding value by anticipating travellers’ needs, offering bespoke experiences and going beyond what is expected. EMERGING _ Complete door-to-door cover: providing inter-connected, cross‑brand and cross-sector servicing throughout journey, plus flawless, consistent service. _ Multiple travel touchpoints: offering seamless connectivity and constant ability to communicate and provide up-to-date advice through technology.
On way to airport / check-in
48-24h before departure
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