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 Door-to-door
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.
At airport
On way to airport / check-in
48-24h before
departure trip cycle
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