AIRLINES AND AIRPORTS
OAG | July 20, 2022
OAG, the world’s leading provider of travel data and insight, announces the release of Flight Status Data into its Flight Info Direct solution, delivering instant access to the full lifecycle of a flight. Powered by its Snowflake-enabled data platform OAG Metis, Flight Info Direct currently provides instant access to OAG’s high-value database, including Global Airline Schedules Data, Emissions Data, and Connections Data. Starting today, the release of Flight Status Data will give customers a seamless view of a flight – from its planned schedule to when it lands at its destination.
As demand for high-value insights and operational data soars, being able to view flight data as one by accessing, integrating and blending it into other sources will deliver valuable business benefits and efficiencies to customers, such as removing the silos of legacy systems, delivering end-to-end journey data, and rectifying reconciliation and quality issues.
“Our accelerated solutions and partnerships with leading technology platforms Snowflake and Microsoft Azure make us the perfect partner to help our customers rise above a complex legacy technology landscape, The scale of data-driven opportunities across the entire travel ecosystem – search and booking, hospitality, payments and retail, and more – is enormous. Our versatile, cloud-based data platform seamlessly connects the ecosystem together, and all in one view, to help our customers grow, streamline their operations, and work flexibly at scale.”
-Phil Callow, CEO at OAG
This recent release of data onto the platform is the latest evolution of OAG’s product-led growth journey to connect ecosystems and markets with data that empowers better decision-making and innovation.
Callow adds, We are moving the industry forward by providing frictionless access to high-quality travel data. Being able to view holistic flight data information with the best technology available is a sizeable shift away from the old schedules and status silos of the past.
OAG has customers across the entire travel ecosystem and is embedded in booking engines, travel and hospitality apps, airline apps, online travel agencies, metasearch, search engines, and flight tracking apps.To learn more about Flight Status Data, visit https://www.oag.com/status-direct
OAG is the leading data platform for the global travel industry, powering the growth and innovation of the air travel ecosystem since 1929. Headquartered in the UK, OAG has operations in the USA, Singapore, Japan, China and Lithuania., Visit: www.oag.com and follow us on Twitter @OAG Aviation.
TRAVEL TECHNOLOGY,DESTINATION AND TOURISM
SugarCRM and ResPax | August 26, 2022
SugarCRM, provider of the award-winning AI-driven CRM platform and ResPax, a leading tour reservation system provider with thousands of customers worldwide reaching millions of travelers globally, today announced a strategic partnership offering the first fully integrated CRM and tour booking platform for the travel and tourism industry.The goals of the partnership are to help fuel travel and tourism industry growth through cutting-edge tools to scale operations, turbocharge visitor numbers, boost customer experience and loyalty, enhance job creation and drive revenues.
With this powerful combination of technology, operators can achieve the benefits of a holistic view of customers, tight data integration and collaboration, and enhanced customer insights fueled by AI.
The SugarCRM and ResPax partnership provides travel and tourism operators with world-class innovative technologies to streamline business operations, gain an enhanced understanding of visitor needs and preferences, provide a high-definition customer experience, and stay on top of shifting consumer habits and preferences.The combined offering will help travel and tourism operators to:
Minimize busy work and enable tour operators to serve and target customers more efficiently;
Remove roadblocks and accelerate customer engagement by enabling tour operators to perform preference-based targeting and gain a data-driven deeper understanding of customer needs and preferences to create highly personalized offers; and,
Minimize blind spots and optimize customer journeys and user engagement, translating into better user experience, and improved brand loyalty and cross-selling and upselling opportunities.
“The customer experience is at the beating heart of the travel and tourism industry,Together, ResPax and SugarCRM are making the hard things easier for tour operators and their guests by streamlining processes and engagement to help the tourism industry rebuild and embrace a period of new growth.
-Craig Charlton, CEO, SugarCRM
We are pleased to partner with ResPax, a well-respected company with deep roots and expertise in the travel and tourism sector to deliver a purpose-built solution to help tourism operators make the most of every interaction, to rebound following years of pandemic lockdowns, he said.
“We are delighted to partner with SugarCRM, to bring the power of the company’s AI powered CRM to tour operators, ResPax and SugarCRM are both innovators and leaders in their respective fields and together we will provide an unparalleled experience for operators and guests. Tour operators can now revolutionize the guest experience and build even stronger and more profitable relationships, using rich customer insights to create unique experiences that resonate with clients.”
-Tony Bridgewater, ResPax CEO
SugarCRM is how marketing, sales, and service teams finally get a clear picture of each customer to help businesses reach new levels of performance and predictability. Sugar is the CRM platform that makes the hard things easier Thousands of companies in over 120 countries rely on Sugar to achieve high-definition CX by letting the platform do the work. Headquartered in Silicon Valley, Sugar is backed by Accel-KKR. For more information about SugarCRM, visit: www.sugarcrm.com.
Since 1999, the team at ResPax has been developing enterprise-grade reservation software for leading brands, small operators, and forward-looking organizations in Asia Pacific, Europe, and the U.S. ResPax streamlines tourism operations, giving customers a single workflow to manage all their operations with online bookings, channel manager and enterprise-grade reservations system, so tour operators and travel agents can spend more time growing their business. ResPax is a leading tour reservation system provider that reaches millions of travelers globally, from small day tour operators to large multinational operators.Trinity Software Australia (ResPax) is a private company based in Cairns Australia.
TRAVEL TECHNOLOGY,INDUSTRY OUTLOOK
Trip.com | August 10, 2022
The global travel rebound continues apace this summer, with global air traffic reaching almost 70% of pre-pandemic levels in May and international hotel occupancy rates achieving the same in April. Yet, against the backdrop of an increased appetite for travel driven by more than two years of pent-up demand, getaways over the summer months are likely to be affected by supply chain issues at airlines and airports, fully booked hotels and rising costs of accommodation and car hire.In the UK, travel chaos has dominated the headlines since springtime, with flight cancellations and long wait times, passenger caps and even a suspension on short-haul ticket sales threatening the chance of a summer holiday. In the US and Europe, the picture is equally fraught, and in Asia, recovery is fractured, with Southeast Asia and the Middle East recovering well, where China and South Korea are recovering at just 15% of pre-pandemic levels due to travel restrictions and COVID-19 outbreaks alike. As such, when customers should be getting excited about quality time with friends or family, relaxation and culture, they are now braced for uncertainty.
At Trip.com Group, we are committed to helping our customers take the perfect trip, and this summer is no different. In a world where the travel landscape is increasingly complicated, our Trip.com platform has a range of products and partnerships in place to ease traveller concerns. Combined with our leading customer service, Trip.com aims to ensure everyone has a summer holiday to remember – for all the right reasons – this year.
Trip.com Group's Pre-Travel Protection and Cost-Saving Products
Earlier this year, Trip.com expanded on its travel insurance product offering in collaboration with AXA Partners. Made available to UK customers since September last year, this insurance product was extended to travellers across Europe earlier this year and can be easily selected when booking a flight on Trip.com. This travel insurance option provides a variety of benefits including medical, cancellation and baggage cover, as well as protection against cancellation and medical costs if a customer contracts COVID-19. With travel restrictions in place in many countries across Asia and beyond, this product is still incredibly useful in terms of providing ample traveller protection and peace of mind.
In mainland China, our Ctrip platform introduced its TripTour2Day upgrade service, offering free refunds on group tour products cancelled up to two days before departure. Users simply click on the order details page to obtain a one-click refund in as little as one minute on products with the TripTour2Day label.
A week after the TripTour2Day product was launched, sales exceeded 20 million, which proves how vital these products are in terms of offering customers total peace of mind. With many travellers in China harbouring concerns about whether COVID-19 measures would interfere with their plans, this allows users an increased level of flexibility when booking their next trip.
"The TripTour2Day service upgrade shortens the threshold of a free refund from seven days or longer to just two days, giving every Ctrip user a better experience in terms of both booking and opportunity to refund. You can customise your travel needs at your own pace and join a tour with peace of mind,"
-Trip.com Group Tour Business CEO Wen Jiang.
In addition to providing protection-based products, Trip.com is also helping guests to get the best value on their next getaway. As the costs of travel rapidly increase, customers are frequently looking for the best deals in order to maximise the return on their investment. By partnering with Hopper Price Freeze on our European and US sites, Trip.com is offering customers added protection against travel price volatility. For a small upfront fee, Trip.com users can freeze a flight price for up to 14 days, giving them the chance to confirm plans with their travel companions before booking without having to worry about an unnecessary price rise. Price Freeze ensures that customers never lose out, because if a Trip.com user freezes a flight and the prices go up, the difference is covered up to a set amount. If the price goes down, the user pays that lower price.
Yudong Tan, CEO of the Flight Business Group, Trip.com Group commented, At Trip.com Group we are constantly seeking out ways to bring benefits to travellers. With this new Price Freeze feature, powered by Hopper, we are giving our customers more ways to save money when they book flights.
Dedicated Customer Service
Since the beginning of 2020, Trip.com's Customer Service team has been put through its paces, handling complex requests to support our users during some of the most testing times - and we continue to develop tech-focused Customer Service solutions today.
Our intelligent storage auto-expansion technology has been upgraded to allow our systems to manage call levels more than 10 times higher than our average, and we developed an AI-centric mechanism to recognise and prioritise the most urgent customer cases, directing these calls to a staff member as quickly as possible. While speaking with a Customer Service agent, our assistant tool helps agents by automatically labelling and categorising requests in real time, saving customers time and energy while solving problems quicker than ever before.
Our chatbot service also makes use of AI technology to automatically identify trending information in real time based on the most up to date COVID-19 policies and frequently asked questions, updating the FAQs on a daily basis and allowing customers to self-solve over 70% problems without having to hold for a Customer Service agent. The chatbot can also route requests directly to your hotel or airline, helping customers do everything from requesting a confirmation email to rescheduling a flight in the event of extreme weather conditions.
In addition, Trip.com also launched its Customer Service Pledge in November 2021, committing to six key pillars including 24/7 support and free in-app calls. Grace Ding, Head of Trip.com's Global Customer Support Centre commented We are proud to see one of our companies make a pledge towards maintaining an incredible level of service to ensure people can continue to travel stress-free.
With an average customer satisfaction rate of 90% in 2021, Trip.com is ready to support customers quickly and efficiently with any issues they face while travelling this summer.
Delayed Baggage Protection
As global lost luggage becomes a particularly problematic issue, Trip.com's Blue Ribbon Bags delayed baggage protection service also helps to remove the stress from summer travel. With this initiative, Trip.com users will be able to safeguard their checked luggage against any delays during transit.
Commenting on the new service, Lyrics Zhao, Director of Product and Business Development in the Flights Business at Trip.com said, "Trip.com strives to make travel worry-free and relaxing for all. We want the booking experience to be the beginning of a relaxing trip and to offer value added services to the passenger."
"Our service provides air travellers with confidence that if their checked-in baggage does not arrive at the destination airport, we will coordinate and expedite the swift return. Our clients should be able to enjoy their holiday or focus on their work trip while we locate and expedite the baggage,"
-CD Lazear, Senior Vice President of Blue Ribbon Bags.
Whatever this summer throws at you, Trip.com will be by your side to offer solutions. At every stage throughout your travel journey, from pre-booking to when you land in your chosen destination, Trip.com's supportive staff and customer-focused products are available to support you every step of the way and make sure your next trip offers all the relaxation, fun and good times you've been craving.