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The evolution in travel industry. Reservation Ticketing CRM Product Promotional Channel Destination Information. Reservation. Directly with suppliers and purchase on the spot Partially through travel agent, by telephone, telex, and end to end system. - PowerPoint PPT Presentation
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The evolution in travel industry
• Reservation
• Ticketing
• CRM
• Product
• Promotional Channel
• Destination Information
ReservationDirectly with suppliers and
purchase on the spot
Partially through travel agent, by telephone, telex, and end to end system.
Majority book through TA by fax, using Window base GDS, CRS.
Reservation
Supplier direct or OTA online platform, extranet, mobile device.
Ticketing
Hand Written carbon copies
Machine printable
Multiple coupon printing
Ticketing
Paperless - Electronic ticket
CRM
Manual process, paper filing.
Support by back office or accounting system
Customer friendly but view only system
CRM
Customer friendly, allow view, edit, cancel and check-in.
Product
Air ticket, hotel.
Air ticket, hotel, escorted tour.
DIY and FIT package, cruises, train, car rental, excursion.
Product
Thematic, i.e. cooking class, adventure, celebrity, world heritage, educational.
Promotion ChannelNewspapers, radio, magazine, outdoor advertisement.
Telex, multifax, TV ads, direct mailing.
eDM, partnership
Promotion Channel
SMS, mobile device, online marketing, affiliate program and social network.
Destination InformationLimited, by guide books or worth of mouth.
Media, travel guide in local language.
Through communication tools, like phone, fax or by
post.
Destination information
In-depth media coverage, internet, NTO, Youtube, social media (e.g. Tripadvisor)
Stay Personal or talk to robot?
• Challenges for Offline agent and OTA
• Moving forward
Consideration
• ROI
• Pace of enhancement
• Scope of product
• Customer preference
• Resources allocation
• Positioning
• Market Segment