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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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RESTRICTED

Confiden

tial

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

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?

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

Expanding into the entire traveller journeyOpportunities for travel providers and travel sellers

77

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

Thank you!

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