online travel training - how consumer expectations will ......3 travellers are reshaping how travel...
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How consumer expectations will shape the future of travel distribution
Vadim Besperstov
Commercial Head for Airline Distribution & IT
Amadeus
How technology is helping meet consumer expectations
Liz Emmott
Sales Director, Amadeus UK
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A Kodak moment: “Taking a picture of someone at a particular moment that will never be forgotten.”
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Travellers are reshaping how travel is bought and sold
“Consumer expectations will spill over from retail into travel distribution.“ London School of Economics
Social Media
Value
Real-timeComparison Shopping
End-to-end experience
Total travel experience
Personalisation
Opportunistic
Multi-device search
SimplificationDigital
experience
Multi-channel
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A shift is needed
Seller-centricProvider-centric Consumer-centric
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How do you
reach them?
How do you
segment them?
How do they
behave?
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The challenge: customers and their expectations
What do they
value?
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Airline bookings
OTA
Metasearch
Offline TA
Un-intermediated
Intermediated
Airline.com
Call Centre
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From direct or indirect to…
*Source: PhocusWright; Amadeus estimates
Travel sites,OTAs,
reviews, etc.
Non-travel sites
Organic search
Lead generation,
Paid search
Metasearch
70%of airline.com bookings are
referred by an intermediary*
Social Media
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Expanding into the entire traveller journeyOpportunities for travel providers and travel sellers
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Post-trip Inspire
Shop
Book
24-48hafter
booking48-24hbefore
departure
On wayto airport/check-in
AtAirport
On-trip
Awareness andDemand Generation
Purchase
Lead Generation
Pre- & On-trip service delivery
Evaluate & retarget
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Amadeus’ vision for travel distributionEnabling new partnership opportunities through a Collaborative and Connected Travel Community for all stakeholders by…
…aggregating the widest selection of relevant content for
the Travel Sellers
…empowering personalised
choices throughout the journey for the
Travellers
…becoming a preferred platform for new Technology
Partners
…enabling the highest yield at the
lowest customer acquisition cost for the Travel Service
Providers
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Thank you!
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