The pandemic threw an unimaginable challenge at the travel industry. Now that things are almost back to normal it would be interesting to look back at the changes that the travel industry has gone through in the past 3 decades. It’s difficult to gauge the long-term impact of the pandemic but adapting to changing needs of time is inevitable. 

This discussion forms the first part of our article. The second part will focus on what we can expect in the future.

Evolution of the travel industry through 3 decades!

1. Access to information

Travellers now have easy access to information about different destinations, hotels, flights, local cuisines, cultures, etc.

a. Travel blogs

• Travel blogging emerged as a major source of information for travellers and tour operators eventually started having a blog section on their websites as well.
  
  
• It is now used as a marketing tool by travel agents.
  
  
• Blogs are a unique way to connect with customers.
  
  
• They are interesting because bloggers share their experiences of visiting a place.
  
  
• They also share different ways of travelling to varied destinations.
  
  
• It is quick, easy to access, and free information available to travellers. 

b.  Social media

• Websites and social media platforms are great marketing tools as well.
  
  
• It’s important to write simple travel stories and post them on social media.
  
  
• Though these posts look simple they are well researched, giving in-depth information along with being SEO optimized.
  
  
• Photographs of the destinations and hotels where travellers are enjoying their experience trigger an interest in the target audiences.
  
  
• Also, there are Instagram, YouTube and Facebook influencers who inspire people to take up journeys to far and distant places.
  
  
• Thus, bloggers, influencers and social media content are inspiring people to embark on unexplored journeys.

2. Booking and planning your trip

• Around 10-15 years ago people had already started booking trips online.

• But now almost every booking is made online.

• It is a norm now with more and more people using the internet to book tickets, and hotel rooms and plan their holidays. 

• Also, choosing a destination and planning their entire trip is easier since they can do it just at a click of a button.

• People are planning and booking trips on their phones. They are making more informed decisions when they approach a tour operator. 

3. Feedback and customer service

• Customers share their feedback on the services extended by tour operators via social media.

• So now it’s instant feedback visible to people all around the world.

• If customers are unhappy they are vocal about it, which implies that companies have to be better in their customer service and fulfil their expectations, respond to them and make the necessary changes.

• A few years back the travel business was not this competitive and customer responsive. 

   

4. Every customer is unique

• As we shared earlier, customers are well-informed and have distinct requirements.

• Thus, travel agents and tour operators have to treat each customer uniquely. 

• They need to design more customized travel plans according to the expectation of each customer.

• Earlier standard packages were a norm.

• Standard travel packages are still a part of the travel industry but designing customized trips is surely catching up. 

   

5. Local and real

• Travel was all about visiting popular destinations, living at the best hotels and savouring rich cuisines.
  
  
• But over the past 3 decades, transformational travel is getting popular among travellers.
  
  
• People now take trips to help personal development rather than just relaxing at the riverside.
  
  
• Authentic experiences are preferred.
  
  
• Instead of visiting the Eiffel Towers now travellers choose to take a walk along the Parisian market or streets and learn to make macaroons.
  
  
• They prefer to live with locals and experience their way of life.
  
  
• This is a life-transforming journey that most people love to embark on.
  
  
• People visiting countries with a vast expanse of nature and wilderness have increased.
  
  
• They wish to relax to escape stressful city life.
  
  
• This can be done through yoga camps, meditation camps, and Ayurvedic centres.
  
  
• Tour operators are designing specific packages that aim at relaxation and rejuvenation. 

6. Technology facilitated an unimaginable change

• As there is an increase in the middle-class population, budget travel and low-cost airlines more people wish to travel for varied reasons.
  
  
• The Internet made it possible for travellers to get the best deals.
  
  
• Since more people started travelling new companies sprung up that cater to niche customers.
  
  
• Various travel and CRM software take care of the processes at the travel agent’s end.
  
  
• So they can efficiently cater to varied customers thus customization became possible.
  
  
• What was considered luxury travel some 20 years back became an achievable aspiration for many.
  
  
• VR and AI changed the way travellers chose destinations.
  
  
• They can now have a look at the destination and the hotel beforehand through a virtual tour.
  
  
• ETOS also has software that provides a 3D tour walkthrough, check it out - https://www.etosglobal.com/3d-tours-walk-through.
  
  
• AI-powered chatbots have now started answering customer queries and guiding them.
  
  
• At any juncture, travellers are now equipped with all the information and guidance due to chatbots and search engines. 
  
  
  
  

7. Travel as a source of income growth

• The travel industry is now being viewed as a source of economic growth.
  
  
• It has become a source of revenue, leading to infrastructural development and is making a major contribution to the GDP.
  
  
• Various unknown destinations are visited by travellers as they access information through the internet.
  
  
• So as people start visiting a destination they trigger interest among other people.
  
  
• This draws more travellers thus, boosting the local economy. 

Things you can expect in the future!

Future of the travel industry

Post-pandemic the desire to travel has been rekindled, though the road to recovery could be longer.

What are the changes in the approach?

1. Sustainability

• People have become more aware of protecting the environment.
  
  
• So, they have to add decarbonisation as a value add.
  
  
• So the aviation industry, tour operators and travel agents will have to think about incorporating sustainable practices.
  
  
• Different participants of the travel industry should now collaborate thus reviving the industry as a whole.
  
  
• They will have to follow sustainability practices as travellers have become more aware of the impact on the environment.
  
  
• Conserving nature has become important for people around the world.
  
  
• So various destinations and countries have to explain what they are doing about climate change and natural resources.
  
  
• This is a critical shift in the approach of travellers.

2. Hygiene and safety

• Travellers are now more conscious that the place they choose to stay and travel is hygienic.
  
  
• All norms necessary to protect them from health conditions have to be maintained.
  
  
• This has become a point of concern for most travellers after the pandemic.
  
  
• Many hotels and tour operators are assuring their travellers about safety and hygiene norms being followed. 

3. Some other shifts in approach

• Hotels will be meeting places to bond as a hybrid work style is widely accepted these days.
  
  
• Lodgings and hotels near corporate headquarters will benefit due to an increase in bookings from employees.
  
  
• Also, ‘bleisure’ traveller who combines business with leisure travel will see a spike.
  
  
• Hotels with unique surroundings will become acceptable as workspaces.
  
  
• So hotel owners and tour operators can tag along the work stay with some rest and relaxation post the on-location company tasks or meetings.
  
  
• People will want more personalised trips that suit their preferences.
  
  
• Tour operators should conduct pre-sales studies so that they can make a compelling offer suitable to the target audiences and design a more personalized customer journey.

ETOS provides travel management software to facilitate the processes at the tour operators’ end. This helps in delivering a seamless travel experience while they book flights and hotels through hotel booking engines. 

All you need to do is connect with our team, speak to them about your requirements and request a FREE DEMO!

Share your thoughts in the comments section.