Online Travel Agency Giants Are on the Backfoot in Tours and Experiences

Skift | October 31, 2019

Online Travel Agency Giants Are on the Backfoot in Tours and Experiences
Online booking companies are stepping up their efforts to sell travelers tours, attractions, events, and activities. But the travel industry’s three largest online agency conglomerates — Booking Holdings, Expedia Group, and Trip.com Group — continue to have strikingly small market share in the sector. Some industry observers assumed the giants would swoop in. After all, they already have millions of customers booking with them monthly. That gives them a marketing edge. It costs relatively little for them to try to upsell their customers on, say, a zip-lining ride or a wine-tasting tour. But the titans of travel haven’t done that yet, and they may come to rue what appears from the outside to be either laziness or a miscalculation.

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For hotels to surpass guest expectations and establish loyalty, they must offer value to travelers at every touchpoint: Inspiration, Pre-trip,  In-destination, Post Stay

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For hotels to surpass guest expectations and establish loyalty, they must offer value to travelers at every touchpoint: Inspiration, Pre-trip,  In-destination, Post Stay