With the pandemic spreading quickly across in Brazil in the months of March, April and May 2020, intermediaries in Brazil suffered massive cancellations and refund requests by consumers. Players therefore engaged in communicating to customers that it was important that they did not cancel their trips, but instead look to reschedule them.
Smartrips is a travel intermediary with a target audience of corporate business firms. It is a start-up founded in 2017 that aims to cut its clients' costs on business trips using gamification.
From a leisure perspective, sales will start to gradually recover from the second half of 2020, with customers starting to dream of traveling again, with travel having a strong inspirational appeal. However, customers will look for off-price deals and packages that charge no fee in the event of a cancellation.
As in the case of Smartrips, digitalisation will be key to sustaining sales in the travel industry at the start of the recovery process, when quarantine restrictions are lifted. For example, customers will be more demanding in terms of the possibility of making contactless interactions across the travel experience.
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This report originates from Passport, our Travel Retail research and analysis database.
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