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News / Technology

Booking.com ignites anger after customer service outsource move

By Kevin May | February 14, 2022

The Booking Holdings-owned brand will use global customer service provider Majorel to handle its call center operations, with the exception of staff at its Manchester and Amsterdam locations. Read More

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Interview / Online

In The Big Chair - David Neeleman of Breeze Airways

By Mitra Sorrells | February 8, 2022

Airline industry veteran David Neeleman launched Breeze Airways in May 2021, making it his fifth commercial airline startup along with Morris Air, WestJet, JetBlue and Azul. Read More

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News / Online

VIDEO: Trip.com Group on recovery investment strategies

By Mitra Sorrells | November 12, 2021

In an interview during WiT Experience Singapore 2021, Trip.com Group co-founder and executive chairman James Liang says the company is ready to return to a growth mindset. Read More

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News / Technology

Cover Genius secures $72M for global expansion bid

By Kevin May | September 29, 2021

The Australia-based company got backing for the Series C round from Sompo Holdings, which led the investment. G Squared and existing investors also participated. Read More

News / Technology

Flyr lands $150M funding to expand travel revenue system

By Kevin May | September 22, 2021

The U.S.-based company has won the backing from lead investor and growth equity company WestCap. Read More

From Our Partners / Online

Building loyalty into your travel brand

By Marisa Garcia | September 22, 2021

As travel recovers from the COVID-19 pandemic, travel brands need to re-examine the effectiveness of their loyalty programs in encouraging return visits and building a positive brand image. Read More

Opinion / Technology

Airlines must embrace tech to improve passenger experience

By Juan Hoyos - Cinq | July 30, 2021

How can airlines use technology to improve the overall customer journey as travelers take off in growing numbers? Here are three areas that airlines can focus on to improve the passenger... Read More

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News / Online

Airbnb unveils “most comprehensive update ever,” offering new flexibility, easier host signup

By Jill Menze | May 24, 2021

Airbnb has introduced more than 100 platform innovations and updates to capture travel demand and increase its pool of and support for hosts. Read More

Opinion / Technology

Travel recovery goes beyond planes in the sky - it requires customer empathy

By Simon Dempsey - AviLabs | March 25, 2021

Winning business is hard. Most successful companies will tell you that retaining customers is far cheaper than acquiring new ones. Read More

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Opinion / Technology

How automation can facilitate hospitality’s recovery

By Brad Beumer - UiPath | February 3, 2021

Automation technologies can be used to benefit guests and staff, now and into the future. Read More

News / Online

VIDEO: Peter Kern on how COVID gave Expedia Group “courage”

By Jill Menze | December 29, 2020

Speaking at his first Phocuswright Conference since assuming leadership of Expedia Group, Peter Kern discussed the company's multi-brand strategy, Google and more. Read More

News / Online

Phocuswright Conference 2020 Preview: Travelers should finally get the attention they deserve

By Kevin May | November 3, 2020

Brands, industry associations and government have a unique opportunity to do the right thing and put customers in the middle of their strategic prism. Read More

Opinion / Technology

Data - the old answer to new questions in travel

By David Thompson - Amex GBT | October 7, 2020

We know things will be different from now on. For each trip, questions about health risks are multiplying and restrictions come and go quickly. But how will the industry adapt? Read More

Opinion / Technology

Passenger claims handling: a legal cure through technology

By Ulrich Steppler - CHS | July 21, 2020

The handling of passenger claims has been an Achilles Heel in the airline industry for many years, even before the coronavirus hit the whole sector in an unprecedented fashion. Read More

From Our Partners / Online

How travel brands can communicate, establish trust and build loyalty in a crisis

By Kevin May | June 29, 2020

PhocusWire spoke to Salesforce about how the company helped many of its customers through the COVID-19 outbreak and what lessons should be noted by those looking to be better prepared for disruption of... Read More

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