Increasingly, companies realize that paying lip service to their audience in the form of brand positioning and advertising messages may bring in customers, but not retain them. Brands have to live up to the expectations they create for their customers, and those expectations cross boundaries of time, device and form of interaction. Companies in every industry need to think hard about how to produce great customer experiences, and travel has its own unique challenges.Analyst: Hollis ThomasesTopic: Technology InnovationResearch Type: Report
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In the last several years, conversational bots – computer programs that enable text conversations – have been among the hottest technology topics. Startups and traditional travel players have launched a variety of chatbots focusing on customer services, trip planning and booking. This analysis reviews the current state of chatbots and how they are being implemented by travel companies, and discusses the future impact of this technology on the travel search-shop-buy experience.Analyst: Norm RoseTopic: Technology InnovationResearch Type: Report
Following back-to-back revenue declines in 2015 and 2016, 2017 was a rebound year for U.S. airlines, with flown passenger revenue climbing 3%. Online air bookings are near saturation but still growing slightly faster than the overall air market. This report provides complete sizing and analysis on the U.S. airline segment, including online and mobile bookings, distribution trends, OTA versus supplier dynamics, and projections through 2021.Analyst: Maggie RauchTopic: Market Overview & SizingSegment: AirResearch Type: Report
Hostels have long been identified with young travelers seeking a cheap place to lay their heads and, perhaps, the chance to socialize with other youthful adventurers. But while hostel travelers do tend to be budget-conscious, they also represent a desirable demographic, with significantly higher average annual trip spend and frequency that the overall travel population. And although hostels are among the least expensive lodging options available, the hostel segment is evolving to keep pace with a rapidly changing global travel market and rising consumer expectations.Analysts: Cathy Walsh, Douglas QuinbyTopic: Consumer TrendsSegment: Hotels & LodgingResearch Type: Report
The online travel arena became even more complex in 2017 as travel companies expanded their offerings and crossed traditional boundaries. Online travel agencies’ (OTAs) competition no longer comes just in the form of other traditional OTAs and suppliers, but also as metasearch platforms, private accommodation aggregators, mobile-only apps and newer platforms hoping to carve a niche for themselves.Analyst: Alice JongTopic: Market Overview & SizingSegment: Online Travel AgenciesRegion: U.S. & CanadaResearch Type: Report
The cruise and packaged travel segments are entirely leisure-driven, and remain the two key segments where traditional travel agents are the most important distribution partners. Because of the overlap in demographics and distribution, cruise and packaged travel companies compete for business. But they also complement one another, as packaged travel companies provide pre- and post-stays to cruise lines. In 2017, the U.S. cruise and package segments grew 5% and 3%, respectively. This report provides complete sizing and analysis on the U.S. cruise and packaged travel segments, including online versus offline bookings, distribution dynamics, OTA versus supplier dynamics and projections through 2021.Analysts: Michael Coletta, Mary Pat Sullivan, Maggie RauchTopic: Market Overview & SizingSegments: Cruise, Tours & PackagesRegion: U.S. & CanadaResearch Type: Report
The competitive travel marketplace and high costs of traveler acquisition are strong motivation for travel companies to keep existing customers coming back for more. Loyalty programs seek to do just that, offering perks and points to returning travelers. But are travel companies’ loyalty efforts paying off?Analysts: Mark Blutstein, Cathy WalshTopic: Consumer TrendsSegments: Air, Hotels & Lodging, Online Travel AgenciesRegion: U.S. & CanadaResearch Type: Report
Social media provides a 360-degree platform for the entire trip life cycle – from providing trip inspiration and deals during the dreaming phase to sharing travel experiences post-trip. But as technology progresses and travelers expect more visual allure on their social feeds, travel marketers must up the ante to break through the social clutter. This Spotlight highlights the social networks that are most popular with French, German and British travelers, and examines the impact of social on travel planning, shopping and sharing.Analysts: Brandie Wright, Mark BlutsteinTopic: Social & SearchRegion: EuropeResearch Type: Report
The very first smartphone debuted in 2007 – and a decade later European travelers are still embracing the pocket-sized gadgets more than ever. But with so many travel brands, websites and apps readily available at travelers’ fingertips, what are travelers actually doing on their phones? This Spotlight reveals the travel apps used most frequently by French, German and U.K. smartphone travelers, and examines how app usage stacks up against the mobile web.Analysts: Brandie Wright, Mark BlutsteinTopic: Technology InnovationSegments: Air, Hotels & Lodging, Online Travel AgenciesRegion: EuropeResearch Type: Report
Today’s road warriors are travel’s most coveted bunch. They account for a small slice of the business traveler population but an outsized share of trips, and their impact and influence on the industry far outweighs that of the rest of the traveling population. This report takes an in-depth look at the frequent business traveler: who they are, how and what they book, and what they expect from the business travel experience.Analysts: Bing Liu, Douglas Quinby, Norm RoseTopic: Business TravelSegment: Car Rental & Ground TransportationRegion: U.S. & CanadaResearch Type: Report