'User-centric tech is the secret sauce for next-level travel'
Trip.com Group’s Boon Sian Chai, managing director and vice president, international markets, shares his take on user-centric innovations, and explains why the future of travel "is all about you".
Let’s talk about something that’s reshaping the travel landscape: user-centric technology. As someone immersed in this vibrant sector, I’ve seen firsthand how crucial it is to prioritise the traveller’s experience in our tech innovations.
Let’s face it – travel can be exhilarating, but also daunting. From the endless options for flights and accommodations to navigating unfamiliar cities, it’s easy to feel lost. This is where user-centric tech comes into play —it’s all about putting the traveller’s needs front and centre. Imagine booking a trip that feels tailor-made for you, where your preferences drive the experience.
At Trip.com Group, we make it a priority to listen to our users. Feedback guides us in creating features that simplify the travel experience. We understand that juggling multiple apps can be frustrating, which is why our all-in-one platform integrates everything from flights to local attractions. This seamless approach streamlines the travel planning process, making it easier for travellers to focus on what really matters: enjoying their trip.
User-centricity extends beyond just booking; it enhances every stage of the traveller’s journey—from inspiration to post-trip follow-up.
Take our AI travel assistant, TripGenie, for example. With just a simple prompt, you can pull up bookings, get customer support, or generate a fully planned itinerary. Want to know the best museums in New York? A three-day itinerary to Bangkok? Your flight status? Just ask, and TripGenie will provide rich, actionable responses complete with images and direct booking links.
Inspiration is another crucial element. Our AI-curated Trip.Best lists make it easy to discover top-rated stays and activities tailored to your interests—whether you’re seeking “Instagrammable hotels” or family-friendly options.
Even the smallest details matter in crafting a user-centric experience. I remember using the Trip.com app and receiving a real-time reminder about which baggage carousel to collect my luggage as soon as I landed. Many travellers appreciate our 24/7 customer support, bolstered by AI, ensuring a “no wait” policy—over 90% of inquiries receive timely responses.
Sustainability is also a growing priority for many travellers, and user-centric technology can empower this. With 42% of travellers now expecting to see sustainable options, we actively highlight sustainable choices on our platform and collaborate with certification bodies to provide transparent information, empowering travellers to make informed decisions.
In essence, user-centric tech is not just a trend or buzzword; it’s the future of travel. It empowers you to explore the world on your terms.
Learn more: Watch TTG’s video from WTM London with Trip.com Group’s Andy Washington, general manager, Europe, where he chats about the OTA’s ’big plans and hopes for Europe’, how it’s tailoring its products to consumers and more.
Boon Sian Chai, managing director and vice president, international markets, Trip.com Group, delivered a keynote address on "How User-Centric Travel Tech is Shaping the Future of Travel" on 5 Nov, 11.05am-11.25am at the Purple Stage, World Travel Market (WTM) London.
Find out more about Trip.com Group on stand S3-530 at WTM London 5-7 November.
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