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. https://travel.report/Resources/Whitepapers/0147ea68-d7a1-4f79-be92-3780975f01c3_the-ongoing-trouble-with-travel-distribution-customer-experience.pdf
whitepaper
SHARESHARESHARE
THE (ONGOING) TROUBLE WITH TRAVEL DISTRIBUTION: CUSTOMER EXPERIENCE
The industry’s rapid evolution continues unabated. To profit through this turbulence, leaders must focus on what really matters—the customer. The landscape of travel distribution has been shifting. Until the mid-1990s, distribution was a straightforward mix of brand call centers, travel agencies, and in-person bookings at the hotel front desk, airline ticket counter, or car-rental outpost.1 The launch of online booking gave companies a new way to engage with customers and also opened the door to new business models such as online travel agencies (OTAs). DOWNLOAD