As many of us know, the only constant in the technology sector is change – and that the pace of this change is accelerating.
But what does this mean, in reality? How does changing technology make a difference in the real world, and how does a focus on responding to evolving expectations impact on the millions of journeys we make every day around the world?
Here we explore four of the most important evolutions currently taking place in the travel technology space and look at the tangible, practical change this is delivering.
From the ongoing move to the public cloud and creation of new, modular solutions, to the impact of biometrics and generative artificial intelligence, we see what is making the difference, today.
Inspiring innovation to build traveler-first journeys
One of the fastest developing areas in our industry is the role of biometrics, where new hardware and software are making a real difference. At the airport, we are now in a position to offer a full end-to-end seamless experience to passengers, right through from arrival, to border control and boarding.
Travelers are no longer required to repeatedly produce paper documents. Instead they can be whisked through checkpoints using only their face as identity, in accordance with their privacy preferences.
We are also seeing growth in the interoperability of biometrics between airports, airlines and border control authorities, creating new opportunities to provide a frictionless experience. This will speed up processes for passengers, allowing them to arrive at the boarding gate on time, reduce stress levels and spend time in the lounge or shopping.
A faster and smoother boarding experience powered by biometrics also enables airlines to improve their on-time performance. Another upside of this technology is that fewer airline staff are required to assist at biometric touchpoints, freeing agents to look after more complex customer enquiries and deliver the best possible customer service.
Real change in the real world.
Elsewhere, the impact of generative AI is beginning to be felt across the entire journey.
When planning a holiday, a business trip or a combination of the two, this booming technology creates inspirational search and shopping experiences, giving you the information you want, quickly and efficiently. New tools will have the ability to search for, summarize and present information in newly accessible ways, in natural language.
On-trip, travelers are seeing their needs met in more intuitive and personalized ways. Conversational generative AI chatbots, for example, are deployed to ask the right questions to understand traveler preferences, while disruptions are resolved faster by intelligent rebooking systems.
Post-trip, generative AI will allow you to give feedback much more effectively, with travel providers able to respond to online reviews and stay in contact with customers in more meaningful ways.
Operating the critical systems that underpin global travel
Perhaps the most significant underlying change currently taking place in our sector is the move to the public cloud. Taking capabilities out of sometimes siloed data centers and into a shared, public space is revolutionizing software development cycles and capabilities, while also bringing our industry closer to our customers.
The move ensures we operate a future proofed infrastructure for the travel industry and prioritize collaboration.
Together, we are able to develop truly engaging solutions. For travelers, this is having real benefits.
Cloud-based services allow for access to data and applications from anywhere, making it easier to retrieve itineraries, booking confirmations, maps and other essential information on the go. This all happens in real-time, so information on flight statuses, weather conditions and traffic is available live.
For technology providers, cloud services are scalable, meaning varying levels of demand can be met with less chance of downtime or performance issues. This is important when processing millions of transactions a day across systems that need to be available. Finally, data storage in the cloud can offer us automatic backup and robust security features, ensuring data is more protected against loss, theft or damage.
Transforming the travel industry, building new foundations
Finally, modular technology and creation capabilities are driving change in the travel technology space, providing the basis for enhanced experimentation, rapid deployment and innovation. A renewed focus here means new capabilities can be deployed at speed. Travel sellers and providers can take advantage of the latest solutions today rather than waiting for wholesale overhauls sometimes months in the making. We are moving to a world of short-term implementation, with quicker deployment of new capabilities.
A great example is the transition to an Offer & Order environment in airlines. As it is deployed, the next-generation of aviation technology will let travelers personalize every aspect of their trip using richer profiles for context-aware service and one-click payment. The technology lets you self-serve any change you like, including seats or ancillaries, across any touchpoint.
If you hit disruptions, new technology means you can rebook the best options for you, on your mobile, right away, rather than having to join a queue to speak to an advisor.
These are real world benefits, being realized today.
Looking ahead
Technology is always changing. As traveler expectations evolve, we must be innovative to create new solutions to meet their needs. Today, travelers want more options, more personalization, more content to be tailored to their needs.
They want to shop in inspirational spaces, using intuitive technology to create the journeys they want, right away.
As an industry, we are creating the technology to make this a reality, sometimes right before your eyes and sometimes in the background, from the industrial systems that support the global industry, right through to the technology you experience every day as you pass seamlessly through the airport.
It’s how travel works better.