DESTINATION AND TOURISM,HOSPITALITY TRENDS

There’s No Place Like Hotels this Festive Season, Hyatt Global Survey Finds

Hyatt | December 06, 2022 | Read time : 06:32 min

There’s No Place Like Hotels this
Travelers are prioritizing experiences and connections this festive season with rooms revenue pacing 30% ahead of 2019 for resort locations worldwide. With leisure travel continuing to soar, Hyatt Hotels Corporation (NYSE: H) shares the most compelling travel trends for global guests and suggestions on how to make the most of festive season travel.

Hotels and Resorts Prove To Be Preferred Over a Home Rental
Spreading joy and delight, hotels and resorts are delivering on the festive spirit this time of year with seasonal décor, food, music and more. According to a global survey commissioned by Hyatt and conducted by OnePoll, nearly two-thirds of people traveling with families prefer to stay at a hotel or resort rather than a home rental.

Allowing guests to maximize their travels and focus on spending quality time with loved ones, many Hyatt hotels and resorts around the world offer luxury amenities, on-site dining options, 24-hour room service, concierge services, wellbeing experiences and more. In addition to offering the necessities, Hyatt hotels and resorts around the world participate in seasonal celebrations that make it easy for the entire family to get into the festive spirit through exciting experiences including:

A Christmas concert under the stars at Grand Hyatt San Antonio River Walk, allowing guests and locals to enjoy a night of cocktails and to hear some of the greatest festive season hits live.
A New Year’s Eve “Sail Away Party” at Hyatt Regency Brisbane, featuring welcome cocktails, a beverage package, roving canapes, food stations, live entertainment, a photobooth and a glass of sparkling champagne at midnight.
The opportunity to bask in everything New York City has to offer and ring in the new year with spectacular views and close proximity to the iconic Times Square Ball Drop at the new Grayson Hotel, part of The Unbound Collection by Hyatt.
Multi-Generational Families Seek Togetherness and Reunite with Loved Ones Through Travel

This year, many parents and grandparents will gather with their families for the holidays, with 94% of adults ages 45+ who responded are planning to travel in December and 58% in January, indicating that connecting with loved ones is top of mind for travelers.

Travelers seeking to participate in meaningful and immersive experiences while creating lasting memories can look to all-inclusive resorts, such as Hyatt Ziva Riviera Cancun in Mexico and Dreams Karibana Cartagena Golf & Spa Resort in Colombia, which invite guests of all ages to connect with one another. Those looking for the perfect destination for the entire family to gather and carry on seasonal traditions can consider The Lodge at Spruce Peak in Stowe, Vermont. This Destination by Hyatt property offers something for everyone – from the all-natural spa for adults to crafting workshops and a game room for kids.

Say Goodbye to Wrapped Presents: Travel and Unique Experiences Top Consumers’ Wish Lists
While some people enjoy a traditional gift, experiences create memories – which is why 61% of respondents noted they would be excited to receive travel or an experience such as a vacation, plane tickets, spa and meditation session or a cooking class as a gift this year. When it comes to gift giving, consider an unforgettable travel adventure or an immersive experience this festive season.

Hyatt’s new FIND experiences platform allows World of Hyatt members to explore – and gift – more than 200 exclusive experiences around the globe including:
  • Cliffside Dining at Alila Jabal Akhdar (Oman)
  • An Off-road Volcano Adventure at Hyatt Regency Yogyakarta (Indonesia)
  • Dinner Under the Stars at Zoëtry Agua Punta Cana (Dominican Republic)
  • A Day with Chef Nino Redruello at Thompson Madrid (Spain)
  • Global, Dream Getaways are Making a Comeback with Japan, Canada and Italy Being Some of the Most Popular Destinations

With leisure travel continuing to increase and many borders now open around the world, consumers are prioritizing once-in-a-lifetime trips with unique experiences and opportunities to connect. According to the survey, 62% of respondents agree that the festive season is a great time to cross off a bucket list destination with some of the most popular destinations being Japan, Canada and Italy.

Travelers can check off their bucket list items at these new and recently renovated Hyatt hotels in some of the most sought-after destinations with the family, as a couple’s getaway or for a solo adventure:
  • Fuji Speedway Hotel (Shizuoka, Japan): Against the breathtaking backdrop of Mount Fuji and as part of The Unbound Collection by Hyatt brand, Fuji Speedway Hotel is a unique and unconventional hotel offering indulgent hospitality and a chance to visit the iconic Fuji Speedway race circuit and motorsports museum.
  • Park Hyatt Toronto (Ontario, Canada): The reimagined Park Hyatt Toronto welcomes guests back to the luxurious Yorkville neighborhood where guests can tour world-renowned museums and art galleries, enjoy a treatment at Stillwater Spa or deliciously crafted cocktails overlooking the Toronto skyline from the Writers Room Bar.
  • The Tribune (Rome, Italy): As the first hotel in Italy in the JdV by Hyatt brand, The Tribune is nestled among some of the best-known museums, shops and cafes and is within walking distance to some of the city’s major tourist attractions, such as the Spanish Steps and the Trevi Fountain.
  • Loyalty Programs Reign Supreme During the Festive Season as Travelers Try to Make the Most of Budgets

Loyalty programs, such as World of Hyatt, provide travelers with more ways to save and more reasons to gather all year round, especially during the festive season. Sixty-two percent of survey respondents said they would use a travel rewards program that lets them earn and redeem points, offers discounts and features unique experiences and 51% said if there was an impressive travel rewards program offer, they would change their travel plans or go out of their way to earn and redeem points.

World of Hyatt members can make the most of their upcoming stays and festive get-togethers with valuable offers such as ‘Earn 3x Points on Dining,’ which allows members to earn 3X points on dine-in, delivery or takeout through Dec. 20, 2022, at participating hotel restaurants worldwide.

Temperature Continues to Drive Seasonal Travel Plans: Snow is the Number One Preference

While some travelers may seek a reprieve from the cold in sunny destinations, 56% of respondents agree that it doesn’t feel like the festive season without snow. Travelers looking for destinations with the best chance of snowfall can pursue their wintry dreams and experience all that the season has to offer at Hyatt properties including Grand Hyatt Vail and Park Hyatt Niseko Hanazono in Japan.

Those that are already located in colder climates and like to race to the sunshine this time of year can look to warm-weather destinations and enjoy tropical adventures at properties such as Andaz Costa Rica Resort at Peninsula Papagayo and Alila Kothaifaru Maldives.

The term “Hyatt” is used in this release for convenience to refer to Hyatt Hotels Corporation and/or one or more of its affiliates.

About Hyatt Hotels Corporation
Hyatt Hotels Corporation, headquartered in Chicago, is a leading global hospitality company guided by its purpose – to care for people so they can be their best. As of September 30, 2022, the Company’s portfolio included more than 1,200 hotels and all-inclusive properties in 72 countries across six continents. The Company's offering includes brands in the Timeless Collection, including Park Hyatt®, Grand Hyatt®, Hyatt Regency®, Hyatt®, Hyatt Residence Club®, Hyatt Place®, Hyatt House®, and UrCove; the Boundless Collection, including Miraval®, Alila®, Andaz®, Thompson Hotels®, Hyatt Centric®, and Caption by Hyatt; the Independent Collection, including The Unbound Collection by Hyatt®, Destination by Hyatt™, and JdV by Hyatt™; and the Inclusive Collection, including Hyatt Ziva®, Hyatt Zilara®, Zoëtry® Wellness & Spa Resorts, Secrets® Resorts & Spas, Breathless Resorts & Spas®, Dreams® Resorts & Spas, Vivid Hotels & Resorts®, Alua Hotels & Resorts®, and Sunscape® Resorts & Spas. Subsidiaries of the Company operate the World of Hyatt® loyalty program, ALG Vacations®, Unlimited Vacation Club®, Amstar DMC destination management services, and Trisept Solutions® technology services. For more information, please visit www.hyatt.com.

About World of Hyatt
World of Hyatt is Hyatt’s award-winning guest loyalty program uniting participating locations in the Park Hyatt®, Miraval®, Grand Hyatt®, Alila®, Andaz®, The Unbound Collection by Hyatt®, Destination by Hyatt™, Hyatt Regency®, Hyatt®, Hyatt Ziva™, Hyatt Zilara™, Thompson Hotels®, Hyatt Centric®, Caption by Hyatt, JdV by Hyatt™, Hyatt House®, Hyatt Place®, UrCove, and Hyatt Residence Club® brands as well as resort and hotel brands under the AMR™ Collection, which are joining World of Hyatt in phases and include Secrets® Resorts & Spas, Dreams® Resorts & Spas, Breathless Resorts & Spas®, Zoëtry® Wellness & Spa Resorts, Alua Hotels & Resorts®, and Sunscape® Resorts & Spas. Members who book directly through Hyatt channels can enjoy personalized care and access to distinct benefits including Guest of Honor, confirmed suite upgrades at time of booking, diverse wellbeing offerings, mobile key, and exclusive member rates. With more than 30 million members, World of Hyatt offers a variety of ways to earn and redeem points for hotel stays, dining and spa services, wellbeing focused experiences through the FIND platform; as well as the benefits of Hyatt’s strategic loyalty collaborations with American Airlines AAdvantage®, Small Luxury Hotels of the World™, Lindblad Expeditions and MGM Resorts International. Travelers can enroll for free at hyatt.com, download the World of Hyatt app for android and IOS devices and connect with Hyatt on Facebook, Instagram and Twitter.

Spotlight

Amadeus’ award-winning solutions support the full traveler lifecycle, from search and booking, to onsite experiences and return business. Our portfolio is the most extensive in the industry so hoteliers, destinations, agencies, and providers of all sizes can do what matters most – drive profitable demand, power operational efficiency, and deliver memorable guest experiences.


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HOSPITALITY TRENDS

Hyatt To Expand Independent Collection Brands in Key Global Destinations Through 2025

Hyatt Hotels Corporation | December 07, 2022

Hyatt Hotels Corporation (NYSE: H) announces continued global growth of its Independent Collection brands, including recent openings and a strong development pipeline through 2025 across The Unbound Collection by Hyatt, Destination by Hyatt and JdV by Hyatt brands. This collection of brands encompasses diverse properties, each true to its destination and offers the modern traveler enriching luxury and lifestyle experiences in new and exciting ways. Each brand in the Independent Collection offers distinct properties that are all unique and feature one-of-a-kind experiences for every occasion with more than 100 properties worldwide across all three brands – from on-site beekeeping and aerial yoga at Rancho Pescadero, part of The Unbound Collection by Hyatt brand, to embracing local history in Kelso, United Kingdom at Schloss Roxburghe Golf Hotel, part of the Destination by Hyatt brand, said Katie Johnson, global brand leader, Independent Collection, Hyatt. “We are excited to continue adding new luxury and lifestyle hotels on an even greater scale globally with openings in new key leisure markets like Mexico “Through our intentional long-term growth strategy and by working closely with owners, Hyatt boasts five years of industry-leading net rooms growth driven by our unique position against the competition Hyatt is able to better care for luxury and leisure travelers and our award-winning loyalty program, World of Hyatt, has grown 20% in the past 12 months alone, delivering record levels of high-quality revenue to our owners.” -Jim Chu, chief growth officer, Hyatt. Create One-of-a-Kind Stories at The Unbound Collection by Hyatt The Unbound Collection by Hyatt brand is more than a compilation of one-of-a-kind hotels, each of the 35 properties are a thoughtful curation of stories worth collecting. Whether couples are craving a romantic getaway, well-traveled connoisseurs are looking to add another trip to their collection or friends are seeking to craft unforgettable memories, they will find it in destinations that matter most to them. Planned 2023 and Beyond Openings NUMU (San Miguel de Allende, Mexico): Guests can discover the beauty, charm and history of San Miguel de Allende at this 44-room unique boutique hotel, slated to open in early 2023. With three onsite dining options and the new room key in Apple Wallet feature, NUMU will mark the first Hyatt property in San Miguel de Allende. Grand Hansa Hotel (Helsinki, Finland): Slated to open in summer 2023, the Grand Hansa Hotel will join The Unbound Collection by Hyatt, as the first Hyatt branded hotel in Finland. Positioned in the very heart of Helsinki on Mannerheimintie, the hotel will be a fascinating fusion of heritage, modern elegance and luxury with 219 rooms and five suites, presenting guests with elevated luxury through contemporary finishes, keyless access and high-end amenities. Noor-Us-Sabah Palace (Bhopal, India): One of Bhopal’s oldest and most sought-after hotels, Noor-Us-Sabah Palace will undergo extensive refurbishment and is slated to debut as a 60-room heritage hotel in 2025. Bhopal’s history and the Noor-Us-Sabah Palace’s rich Nawabi heritage makes it a perfect addition to The Unbound Collection by Hyatt portfolio. Hotel in development (Crans-Montana, Switzerland) The luxurious 41-room boutique hotel is expected to join The Unbound Collection by Hyatt in December 2023 and will inspire unforgettable memories with its Swiss Chalet cuisine and front row sporting experiences. The property is located in Crans Montana, one of the most prestigious and well-established year-round mountain destinations in the Swiss Alps and is also known for one of the most important golf tournaments on European soil. Hyatt also plans to add its second property as part of The Unbound Collection by Hyatt in Tokyo, Japan in 2023. 2022 Openings Kissel Uptown Oakland (Oakland, California), March 2022 Hotel La Compañia (Panama City, Panama), April 2022 Magma Resort Santorini (Santorini, Greece), August 2022 La Zambra (Málaga, Spain), September 2022 Fuji Speedway Hotel (Shizuoka, Japan), October 2022 Grayson Hotel (New York, New York), November 2022 Rancho Pescadero (Los Cabos, Mexico), November 2022 Discover Authentic Experiences at Destination by Hyatt The Destination by Hyatt brand is a diverse collection of 55+ independent hotels, resorts and residences that are individual at heart yet connected by a commitment to embody the true spirit of each location. Planned 2023 and Beyond Openings Banyan Cay Resort and Golf (West Palm Beach, Florida): Expected to open in Summer 2023, this 18-hole signature golf resort will mark entry of the Destination by Hyatt brand in Florida. Dive into the crystal-clear waters of two resort pools, enjoy three in-house gourmet restaurants, and pamper yourself at the soothing full-service exclusive spa. The Grand Resort Qingchengshan (China): Set to join the Destination by Hyatt brand, this 231-room resort will be situated in the vicinity of two UNESCO World Heritage Sites, Mount Qingcheng, one of the ancient cradles of Taoism in China with over 2000 years of history, and the time-honored Dujiangyan a hydro-engineering project built during the Qin Dynasty. Blessed with spectacular scenery, the area is a popular weekend getaway for city dwellers, located less than two hours outside Chengdu and conveniently accessible by road and high-speed rail. 2022 Openings Austria Haus (Vail, Colorado), June 2022 7Pines Sardinia Resort (Sardinia, Italy), July 2022 Schloss Roxburghe Golf Hotel (Kelso, United Kingdom), November 2022 Connect to the Neighborhood at JdV by Hyatt The JdV by Hyatt brand offers a collection of more than 20 vibrant, independent hotels that are true reflections of the urban neighborhoods they call home. Embracing the brand’s namesake (joie de vivre), JdV by Hyatt hotels invite guests and locals alike to connect, live in the moment and celebrate the joy of life. 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The majority of these hotels will be included within the JdV by Hyatt portfolio, and the hotels are expected to join World of Hyatt in the near future. 2022 Openings EPISODE Hsinchu (Hsinchu City, Taiwan), November 2022 To learn more about Hyatt’s Independent Collection brands, please visit: https://www.hyatt.com/brands/hyatt-independent-collections. The term “Hyatt” is used in this release for convenience to refer to Hyatt Hotels Corporation and/or one or more of its affiliates. About Hyatt Hotels Corporation Hyatt Hotels Corporation, headquartered in Chicago, is a leading global hospitality company guided by its purpose – to care for people so they can be their best. As of September 30, 2022, the Company’s portfolio included more than 1,200 hotels and all-inclusive properties in 72 countries across six continents. The Company's offering includes brands in the Timeless Collection, including Park Hyatt®, Grand Hyatt®, Hyatt Regency®, Hyatt®, Hyatt Residence Club®, Hyatt Place®, Hyatt House®, and UrCove; the Boundless Collection, including Miraval®, Alila®, Andaz®, Thompson Hotels®, Hyatt Centric®, and Caption by Hyatt; the Independent Collection, including The Unbound Collection by Hyatt®, Destination by Hyatt™, and JdV by Hyatt™; and the Inclusive Collection, including Hyatt Ziva®, Hyatt Zilara®, Zoëtry® Wellness & Spa Resorts, Secrets® Resorts & Spas, Breathless Resorts & Spas®, Dreams® Resorts & Spas, Vivid Hotels & Resorts®, Alua Hotels & Resorts®, and Sunscape® Resorts & Spas. Subsidiaries of the Company operate the World of Hyatt® loyalty program, ALG Vacations®, Unlimited Vacation Club®, Amstar DMC destination management services, and Trisept Solutions® technology services. For more information, please visit www.hyatt.com.

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TRAVEL TECHNOLOGY,HOSPITALITY TRENDS

Delta Hotels by Marriott Grand Okanagan Resort chooses Optii to optimize hotel operations across its property

Delta Hotels | December 12, 2022

Optii Solutions, the leading cloud-based hotel operations software, announced that Delta Hotels by Marriott Grand Okanagan Resort has chosen Optii as its housekeeping management platform.The Grand Okanagan Resort has partnered with Optii to enhance visibility across its 325-room property. Based in Kelowna, British Columbia, the Grand Okanagan Resort is the first Marriott property in Canada to adopt Optii. The hotel is rolling out Optii Housekeeping to provide real-time visibility over multiple buildings and teams within its property. Through Optii, the team at Grand Okanagan will be able to access data into their daily operations and see where there may be gaps in team performance and efficiency. This enhanced visibility on team performance means hotel managers can provide instant feedback to the team and ensure the quality of cleans across all of its rooms. Optii Housekeeping also makes the training and onboarding of new members easier as it provides a single platform for the team to access cleaning protocols, updates to rosters and routes and guest requests. Optii provides valuable insights into the hotel’s operations including status on job activities and the average time spent between room cleans. Using intelligent AI and machine learning, Optii streamlines and automates day-to-day responsibilities, freeing up time for managers and housekeepers to work on other important tasks. Joseph Clohessy, Delta Grand Okanagan, General Manager, said: “Optii’s data insights will enable us to continuously improve our services while supporting our housekeeping staff. Having Optii centralize our operations means we can not only improve the productivity of our team and therefore the cleaning quality of each room but also ensure a better overall guest experience.” “The Grand Okanagan Resort is a large property that will benefit from Optii’s predictive technology. At Optii, we want to improve the productivity and effectiveness of hotels while making the lives of all members of staff easier. We look forward to working with the team.” -Katherine Grass, CEO, Optii Solutions About Optii Solutions Optii Solutions is a hotel operations solution that leverages smarter technologies such as artificial intelligence, analytics, messaging and mobility to improve the efficiency and effectiveness of housekeeping and service delivery departments. For further information, please visit: www.optiisolutions.com

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DESTINATION AND TOURISM, HOSPITALITY TRENDS

Hyatt Announces the Opening of Hyatt Regency Trivandrum

Hyatt Hotels Corporation | November 29, 2022

Hyatt Hotels Corporation (NYSE:H) announced the opening of Hyatt Regency Trivandrum in Kerala. The hotel is the third Hyatt property in the state of Kerala following the opening of Grand Hyatt Kochi and Hyatt Regency Thrissur, and the sixteenth Hyatt Regency hotel in the country – a significant milestone in Hyatt’s brand growth in the Indian market. Hyatt Regency Trivandrum is designed for business and leisure travelers to enjoy seamless and energizing experiences, borrowing inspiration from the rainforest, beaches and low coastal hills that are distinctive to the state of Kerala. Spread across 2.2 acres, Hyatt Regency Trivandrum is in the cultural hub of the city–located at the southwestern tip of India—and will give guests access to well-known historic sites such as Kanakakunnu Palace, Napier Museum, Kuthiramalika Palace, Koyikkal Palace and the Vikram Sarabhai Space Centre. Guests at the hotel can also relax on the scenic backwaters of Kerala and a long shoreline with internationally renowned beaches that make this district a much sought-after tourist destination. “The opening of Hyatt Regency Trivandrum marks an important step forward in Hyatt’s brand expansion in India. The state’s beauty makes it one of the most desirable for travelers in India, and at Hyatt, we are focused on strengthening our brand presence in locations where our guests like to travel. We’re excited to serve guests and World of Hyatt members as we welcome them to Hyatt Regency Trivandrum.” -Rahul Raj, general manager at Hyatt Regency Trivandrum Guestrooms Hyatt Regency Trivandrum embodies the perfect combination of classic comfort and contemporary style complete with a host of intuitive services for both business and leisure travelers. The 132-room property boasts the highest suite inventory in the city, with three suite categories – Regency, Diplomatic and Presidential. The 1900-square-foot Presidential Suite is unrivalled in its grandeur by suites in any other hotel in the city. The rooms feature a spacious entertainment area and bay windows that provide a panoramic view of the cultural district. Dining The hotel also features a range of dining experiences that capture the essence of the state’s culture and reiterates Hyatt’s commitment to care for local communities. Malabar Café serves local cuisine that draws on the city’s much-loved dishes along with North Indian delicacies in a casual café-style dining setup. For those seeking authentic Asian experiences, The Oriental Kitchen serves Szechuan and Thai cuisine and beverages which include Asian aromatics such as lemongrass, kafir leaves, galanagal and so on. The Ivory Club has both indoor and outdoor seating and is marked by its old-world aesthetics. The Regency Lounge is the perfect meeting spot for guests to relax over classic drinks, eclectic cocktails, and all-day delicacies. All Things Baked provides a modern spin on the classic bakery with a range of innovative cakes, fresh-baked bread, gourmet sandwiches, beverages, and artisanal products. Special Events Hyatt Regency Trivandrum houses one of the largest convention centers in the city. With a dynamic event space spanning 20,000 square feet across three venues, the hotel is designed to host a range of large- and small-scale events in both indoor and outdoor settings – be it an intimate celebration, wedding or corporate conference. Recreation and Wellness Invoking the perfect setting for a peaceful and relaxing stay, the Śāntata Spa encourages guests to indulge in modern and traditional wellness approaches through Ayurveda, Western and Eastern therapy. The hotel also features a fitness center and an outdoor pool. About Hyatt Hotels Corporation Hyatt Hotels Corporation, headquartered in Chicago, is a leading global hospitality company guided by its purpose – to care for people so they can be their best. As of September 30, 2022, the Company’s portfolio included more than 1,200 hotels and all-inclusive properties in 72 countries across six continents. The Company's offering includes brands in the Timeless Collection, including Park Hyatt®, Grand Hyatt®, Hyatt Regency®, Hyatt®, Hyatt Residence Club®, Hyatt Place®, Hyatt House®, and UrCove; the Boundless Collection, including Miraval®, Alila®, Andaz®, Thompson Hotels®, Hyatt Centric®, and Caption by Hyatt; the Independent Collection, including The Unbound Collection by Hyatt®, Destination by Hyatt™, and JdV by Hyatt™; and the Inclusive Collection, including Hyatt Ziva®, Hyatt Zilara®, Zoëtry® Wellness & Spa Resorts, Secrets® Resorts & Spas, Breathless Resorts & Spas®, Dreams® Resorts & Spas, Vivid Hotels & Resorts®, Alua Hotels & Resorts®, and Sunscape® Resorts & Spas. Subsidiaries of the Company operate the World of Hyatt® loyalty program, ALG Vacations®, Unlimited Vacation Club®, Amstar DMC destination management services, and Trisept Solutions® technology services. For more information, please visit www.hyatt.com. About Hyatt Regency The Hyatt Regency brand prides itself on making travel free from stress and filled with success. More than 220 conveniently located Hyatt Regency urban and resort locations in more than 45 countries around the world serve as the go-to gathering space for every occasion – from efficient personalized, high-touch business meetings to energizing family vacations. The brand offers stress-free environments for seamless gatherings and empathetic service that anticipates guests’ needs. Designed for productivity and peace of mind, Hyatt Regency hotels and resorts offer a full range of services and amenities, including the space to work, engage or relax; notable culinary experiences; technology-enabled ways to collaborate; and expert meeting and event planners who can take care of every detail. For more information, please visit hyattregency.com. Follow @HyattRegency on Facebook, Twitter and Instagram, and tag photos with #HyattRegency

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TRAVEL TECHNOLOGY,INDUSTRY OUTLOOK

More Travel Disruption Feared As Passengers Take To The Skies This Holiday Season

IBS Software | December 08, 2022

New data from travel technology company IBS Software reveals that despite more than two thirds (68%) of passengers being inconvenienced by disrupted journeys since COVID travel restrictions were lifted and 66% expecting more of the same during upcoming trips, most (83%) still plan on flying for a break in the next six months. The research, which polled 2000 recent travellers in the UK and US*, warns that holiday providers have one more chance to get it right; if holidaymakers experience disruptions again during their upcoming trips, over half (55%) will avoid booking with the airline in the future. When asked who they blame for their poor experiences, 50% said it was the fault of the airlines when flights were delayed, with just 13% blaming the airport. However, when it comes to lost luggage the jury is out - 42% say it's the airport's responsibility and 40% are seething at the airline. Delayed flights or missed connections was the most common holiday hurdle, affecting over a third of all passengers (35%), followed closely by waiting in longer than normal queues (31%) and cancelled flights (15%). Lost luggage, which dominated the news headlines in the Summer, is confirmed by the research as a major annoyance, blighting nearly 1 in 7 passengers' holidays over the last 18 months. Despite a clear desire to travel, passengers won't accept more disruption without protest. If passengers find out their journey is going to be disrupted, 53% will complain to the airline and 38% will use social media to broadcast their annoyance. And if an airline doesn't have a reputation for punctuality they're likely to lose out with 93% of travellers saying this is an important factor when deciding which airline to buy from. However, there is still an opportunity for airlines to win back the loyalty of their passengers. When terminal turmoil occurs, passengers can be placated by automatic refunds when eligible; proactive customer support to suggest alternative routes; and automatic alerts on their phone when something goes wrong. As one passenger who took the survey commented: "Just actually organise yourselves properly, there's no excuse for all the disruption". Philip Hinton, SVP, IBS Software, comments: "The pent-up desire to travel was always going to put airlines and airports under extreme pressure - and so it proved, with widespread disruption plaguing many long-anticipated journeys. Airlines know this is a major issue and we are seeing them prioritising on-time performance and customer satisfaction because the widespread issues have directly impacted business performance." About IBS Software IBS Software is a leading SaaS solutions provider to the travel industry globally, managing mission-critical operations for customers in the aviation, tour & cruise and hospitality industries. IBS Software's solutions for the aviation industry cover fleet & crew operations, aircraft maintenance, passenger services, loyalty programs, staff travel and air-cargo management. IBS Software also runs a real time B2B and B2C distribution platform providing hotel room inventory, rates and availability to a global network of hospitality companies and channels. For the tour and cruise industry, IBS provides a comprehensive, customer-centric, digital platform that covers onshore, online and on-board solutions. IBS Software is a Blackstone portfolio company and operates from 15 offices across the world. Further information can be found at https://www.ibsplc.com/

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Spotlight

Amadeus’ award-winning solutions support the full traveler lifecycle, from search and booking, to onsite experiences and return business. Our portfolio is the most extensive in the industry so hoteliers, destinations, agencies, and providers of all sizes can do what matters most – drive profitable demand, power operational efficiency, and deliver memorable guest experiences.

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