After a prolonged period of uncertainty, the gradual reopening of cities and borders coupled with greater feelings of comfort and safety has spurred consumers to reclaim lost vacations and explore new travel opportunities. With travel once again on the rise, the entire industry from hotels and tour operators to airlines are finding themselves catering to guests with an updated set of priorities focused around purpose, socially-responsible values and meaningful connections. This reframing of the travel occasion has shaped a fresh set of needs and expectations across the entire journey including planning, amenities and activities.
With a larger number of people being able to take advantage of the flexibility of remote work there is a shift towards extended trips and new modes of travel requiring companies to rethink services and business models. Along with taking a new approach to structuring trips and visits, consumers are also looking to travel agencies and hospitality providers for shared purposes around both social and environmental causes. The ability to get away has taken on new meaning with travelers seeking personal enrichment. Whether it’s learning a new skill, reconnecting with family and friends, or focusing on self-care, travel has become more than a break from the everyday. In this report, PSFK explores how companies, localities and platforms are redesigning their services and offerings to better align with consumer preferences and priorities.
Published: July 2021
Using digital tools to quickly connect customers to an AI-enabled chatbot and/or human agent to provide in-the-moment service and supportWhite Glove Support
Offering in-home and virtual services that reduce the hassles of product installation and troubleshooting
Building on the success of its sightseeing flights offered during national lockdowns last year, Australian airline Qantas created three Mystery Flight Experiences to further encourage domestic travel. Along with the flight, passengers enjoy a day of scheduled activities around the secret destination. The unique experience, coupled with pre-planned itineraries are taking the stress out of planning trips, while providing a unique experience for Qantas customers.Cabana's camper vans are the hotels that travel with you
Described as mobile hotels, Cabana is a camper rental service that provides its guests with 24/7 access to its fleet of vans. Within the Cabana app, drivers can unlock their designated van through a counterless check-in process, while concierge service is available at any time. Within each van, guests will find all the amenities of a hotel room, including a double bed, TV, shower, restroom and fridge, as well as some additional features, such as an outdoor kitchen and stove, a pop-up tent and camp chairs.Orbitz Launches Microsite for LGBTQ+ Travelers
Online travel aggregator Orbitz has developed a microsite dedicated to sourcing inclusive travel destinations and accommodations for LGBTQ+ travelers. Helping customers to make more informed decisions, the site features a collection of properties where staff have received gender identity and sexual orientation sensitivity training, while guest recommendations and destination guides from LGBTQ+ travelers provide further peace of mind.