AIRLINES AND AIRPORTS, INDUSTRY OUTLOOK
IBS Software | February 15, 2023
On February 15, 2023, IBS Software, a travel tech company, released new survey data that shows a staggering 93% of UK and US customers would book more services with airlines if given the opportunity, presenting an enormous opportunity for airlines.
Following a difficult phase of travel uncertainty, passenger confidence in US and UK is on the rise, with 83% of respondents planning to purchase airline tickets within the next six months, according to the study. However, the research also indicates that airlines have failed to maximize this opportunity, with more than a third of respondents (36%) indicating that booking a flight online is more time-consuming and complex than other online retail experiences.
56% of recent flyers would purchase additional offerings from an airline if the online reservation and checkout experience were more like that of online fashion retailers and grocery stores. In addition, a tenth of the people stated that they would book the entirety of their vacation with their airline if they could.
Nearly a quarter of respondents (24%) believe that having all confirmation details in one place is the primary advantage of booking multiple trip components in a single transaction, closely followed by saving money (22%) and having only one provider to deal with in case of issues (19%). Converting a one-time buyer into a repeat customer is difficult for any company. Free seat allocation (51%), included baggage (60%), and priority boarding (25%) are the top services airlines could provide to convert passengers into lifelong customers.
Paul Byrne, VP iFly Retail at IBS Software, explains, "As more and more industries invest in Amazon-esque tactics to compete for consumer spend, it's important airlines don't pass up the opportunity on the table. It's always challenging transforming back-end technology but now is the time to build more personalised relationships with your customers - in a difficult economic climate, can you afford not to?"
(Source – Cision PR Newswire)
About IBS Software
IBS Software is a leader in providing SaaS solutions for the travel industry based in Singapore. It manages mission-critical operations for clients in the aviation, tour & cruise, and hospitality industries. The aviation industry solutions provided by the company include fleet & crew operations, passenger services, staff travel, loyalty programs, aircraft maintenance, and air cargo management. It also operates a B2B and B2C distribution platform that provides hotel room inventory, rates, and availability to a network of hospitality companies and channels. Additionally, it offers a comprehensive, customer-centric digital platform for the tour and cruise industry that includes onshore, online, and on-board solutions. IBS Software is a Blackstone portfolio company with 15 offices worldwide.
DESTINATION AND TOURISM, INDUSTRY OUTLOOK
Outdoorsy | February 16, 2023
On February 15, 2023, UJET, Inc., an innovative contact center platform, announced that Outdoorsy has chosen UJET as the core of its customer service operations. Outdoorsy is the world's most reliable marketplace for on-demand RV rentals and outdoor travel. Therefore, it required a contact center solution to match its stellar reputation for excellent service and prompt response, keep up with its rapid expansion, and provide the necessary data insights to anticipate shifting consumer trends.
Outdoorsy selected UJET because of its usability, rapid scalability, and cloud platform's dependability, which is backed by CX Intercloud's 100% uptime guarantee. The company recently surpassed $2 billion in total transactions, making it one of the fastest-growing and biggest marketplace startups and private companies on the a16z Marketplace 100 List.
Due to its success and the seasonal nature of an outdoor hospitality business, such as RV rentals, Outdoorsy's customer service experiences significant spikes in demand. Therefore, the organization required a contact center solution adaptable to adjust and maintain optimal service levels rapidly. Additionally, the COVID pandemic increased the demand for novel travel options during the summer of 2021. Outdoorsy utilized the scalability of UJET's cloud platform to add several new agents as the summer rush started smoothly and to scale operations back to normal as the travel surge subsided.
Accurate, real-time reporting became crucial as it expanded rapidly with new agents and customers. Advanced reporting and analytics from UJET provide Outdoorsy with a clear view of customer satisfaction, team performance, and the overall quality of its customer experience, allowing the company to make necessary adjustments in real-time and continuously improve its operations. In addition, UJET delivers Outdoorsy the vital business intelligence it needs to optimize contact center performance and put customers first through its comprehensive reporting and custom dashboards.
Headquartered in Austin, Texas,Outdoorsy revolutionized outdoor access by introducing its RV rental marketplace in 2015. By working together, the company and its hosts have contributed to over 5 million days of booked travel through RV rentals in 4,800 cities across the United States and Canada. Its hospitality ecosystem offers RV owners life-changing financial benefits and gives guests the trust and guidance they need to create unforgettable travel experiences. The company's team is motivated by a mission to restore the connection to the outdoors and each other by assisting guests to 'Bring The Outside In.'
PCH Hotels &amp;amp; Resorts | March 16, 2023
PCH Hotels & Resorts, a hospitality solutions provider, has recently announced that it has expanded its services to open third-party hotel management services for the additional ownership groups.
PCH Hotels & Resorts has been working for different properties with a combined operational experience of about 200 years. It has achieved many awards and accolades like Marriott’s recognition, IHG and travel-based publications. It offers services for hotel operations, revenue management, food & beverage management, spa, capital budget management, accounting, human resources and IT solutions. Its operational team suggests a strategic and data-driven approach for positive topline development, budgeting, market share growth, community stewardship and guest experiences. It focuses on experiential lifestyle hotels and resorts while operating many F&B outlets and European spas. It outranks both branded and independent boutique hotels in the Southern U.S.
Its additional acquisition and development abilities include due diligence assistance, brand selection and evaluation, capital expenditure assessment and CAPEX plan development, repositioning and rebranding analysis, hotel design and site plan analysis, IT Infrastructure, market and revenue projections, franchise agreement review and assistance, business plan development, and pre-opening services.
Chairman and CEO of PCH Hotels & Resorts, James Buckalew said, “Historically, we have provided third-party hotel operations services for a select group of hoteliers, but as the market continues to rebound post-pandemic, we believe now is the time to begin offering our services to a larger pool.” He added, “Having operated hotels since 1999, PCH understands what it takes to manage a successful hotel that provides outstanding guest services and a profitable bottom line with 2022 a record year.”
(Source – Business Wire)
About PCH Hotels & Resorts
Headquartered in Mobile, Alabama, PCH Hotels & Resorts, a hospitality company, specializes in refined comfort, Southern hospitality, Robert Trent Jones Golf Trail, and exceptional guest experiences. It is a franchised management company with Marriott. It has acquired different hospitality companies like the Grand Hotel Resort and Spa. It has been among the top hospitality employer in Alabama since 2000. It manages various properties like Renaissance Marriott resort properties, Marriott resort properties, Autograph Collection resort, and the Outlet Shop. Each property is near the extensive Robert Trent Jones Golf Trail. The Retirement Systems of Alabama owns its broad portfolio.