Technology 'key to boosting consumer confidence', study finds
Tom ParryMore than 80% of global consumers believe an increase in the travel industry’s use of technology would make them more confident to travel during the next year, according to research by Amadeus.
The study of more than 6,000 people across France, Germany, India, Singapore, the UK and US said ramping up technology throughout the travel journey would help address concerns around mixing with crowds, social distancing and physical touchpoints.
When asked about technologies or technology experiences that would boost confidence to travel, or make them more likely to travel, 42% of respondents said mobile applications that provided notifications about localised Covid outbreaks and changes to government guidance would help boost confidence.
42% of travellers cited contactless and mobile payment options as key to reducing incidences of physical contact throughout the journey, while 34% of travellers who have concerns about travelling due to Covid, said biometrics (facial or voice recognition) at check-in, security and boarding without the need for physical checks would make them more likely to travel.
33% of travellers agreed they would like one “universal digital traveller identification” on their phone that includes all necessary documentation and immunity status, meaning they only had to prove it once during their journey.
The survey also found that technology preferences differed by country and demographic with almost half (47%) of baby boomers saying they would need to be able to socially or physically distance throughout their journey in order to feel comfortable travelling, compared with 27% of Generation Z.
More than half (52%) of travellers in Singapore who have concerns about travelling during Covid chose contactless experiences at hotels as a technology that would make them more likely to travel, while almost half of Indian travellers (47%) selected mobile applications that inform them of the destination city’s safety measures.
For French travellers, automated cleaning processes (36%) and contactless and mobile payments (34%) were the most popular of the suggested technology options, while a quarter (25%) of UK travellers and just over a quarter (26%) of US travellers said they’d most like technology to reduce the need for them to have physical documents.
Additionally, 30% of German and UK travellers said they’d most like technology to minimise their physical contact with others.
From its research, Amadeus claims the five most important things travellers would most like technology to do in a post-Covid world are:
- Reduce queues and congestion in public spaces (38%)
- Minimise face-to-face or physical contact with others (31%)
- Protect financial data and personal information (31%)
- Notify in advance when there is a delay (29%)
- Ensure the accuracy and effectiveness of national test, track and trace programs (28%)
The survey also highlighted the five most important ways to build traveller confidence under current industry conditions:
- Provide access to flexible change, cancellations policies and payment terms to avoid losing money (39%)
- Limit the number of passengers on a plane (38%)
- An ability for travellers to socially or physically distance themselves throughout the journey (36%)
- Having visibility to and assurance of sanitisation, hygiene and safety measures in hotels and accommodations (36%)
- Effective test, track and trace programs in place (34%)
Christophe Bousquet, chief technology officer at Amadeus, said: “This research provides a source of optimism for the industry as many of the travellers’ concerns can be addressed by technology available now, at every stage of a traveler’s experience.
“Whether it is new mobile applications, biometrics or contactless solutions, we need to explore together as an industry and with governments how best to accelerate adoption if we are to encourage global travel, which is a major driver of global prosperity.”
Sign up for weekday travel news and analysis straight to your inbox
Tom Parry
Supplier Directory
Find contacts for 260+ travel suppliers. Type name, company or destination.
Editor's pick
Clients with kids? Consider Disney’s Encanto countryPARTNER CONTENT
Recommended For You
Clients with kids? Consider Disney’s Encanto countryPARTNER CONTENT
Latest travel jobs
Self-employed Holiday Sales Consultants
Junior Africa Sales Consultant
Travel Consultant - Barrhead, Newtownabbey
Competitions
Upcoming events
Place of registration: England and Wales.
Company number 08723341.
Registered address: 6th Floor, 2 London Wall Place, London EC2Y 5AU
