As the easing of travel limitations unlikely to immediately restore the sector’s activities back to pre-pandemic levels, travel and hospitality players that are reluctant to adapt to these changes might find themselves losing out to their competitors. This is particularly important as more than 50% of customers surveyed are reluctant to travel and stay in a hotel any time soon. While only around one-third are prepared to go on vacation and book a hotel room in the next few months, 17% of customers are willing to travel and stay in a hotel only after a vaccine becomes available. In terms of the expectations of the post-COVID customers, they now prefer brands that effectively address their safety concerns, give them individual attention, offer integrated experiences and great value for money.
In light of the evolving market trends, the webinar further discussed the priorities of post pandemic customers, and how travel and hospitality players can in fact turn these challenges into opportunities to gain competitive advantages and build brand loyalty. Furthermore, participants agreed on the need to adapt quickly to the shifting trends and customer preferences; create innovative virtual experiences; implement flexible cancellation policies; and create campaigns that encourage tourists to plan their future travels now.