Airlines And Hotels Strive To Meet Heightened Customer Expectations For airline and hospitality executives responsible for customer marketing, engagement, loyalty, pricing, or experience strategy, the most relevant trends come down to a deeper understanding of customer needs, behaviors, and personalized interactions. NORTH AMERICA (N=67) LATIN AMERICA (N=52) EUROPE (N=54) APAC (N=55) Top Industry Trends Impacting Strategic Planning By Region 63% Changing travelers’ behavior due to blending of business and leisure travel or flexible work environment 56% Rising expectations for digital user experiences 61% Rising expectations for digital user experiences 58% 49% Increased loyalty fraud 48% Increased loyalty fraud 46% Increased loyalty fraud 42% 46% Impact of inflation on consumer spending 48% Impact of inflation on consumer spending 43% Impact of inflation on consumer spending 42% 40% Increased demand for personalized experiences 46% Changing travelers’ behavior due to blending of business and leisure travel or flexible work environment 41% Increased business travel 40% 34% Expansion into new revenue streams 46% Strained capacity due to return to pre-pandemic levels of travel 37% Increased demand for personalized experiences 38% Increased demand for personalized experiences Changing travelers’ behavior due to blending of business and leisure travel or flexible work environment Increased loyalty fraud Impact of inflation on consumer spending Expansion into new revenue streams Rising expectations for digital user experiences 52% Rising expectations for digital user experiences 52% Increased demand for personalized experiences 56% Changing travelers’ behavior due to blending of business and leisure travel or flexible work environment 44% 5 © FORRESTER RESEARCH, INC. ALL RIGHTS RESERVED. 4 Base: 228 airline and hotel leaders at organizations in North America, Europe, LATAM, and APAC involved with their organization’s customer marketing, engagement, loyalty, pricing, or experience strategy Note: Showing top six responses per region. Source: A commissioned study conducted by Forrester Consulting on behalf of Mastercard, April 2024
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