Facing unprecedented uncertainties and travel restrictions as a result of the COVID-19 pandemic, travel intermediaries online sales are expected to record a marked decline in 2020, especially as a result of the collapse in travel to long-haul vacations. Travel intermediaries have positioned themselves as a “one-stop shop” for travellers looking to book all aspects of their trips – from flights, to lodging, to car rental, to activities – in one place.
Offline travel operators are expected to be further challenged by the COVID-19 situation, since consumers will be even less willing to pay for services in person during the current pandemic than they are to pay online from the safety and comfort of their homes. As a result, more traditional travel agencies and other offline travel intermediaries are being forced to adopt at least a partially online model during the pandemic.
With consumers reluctant to make future travel bookings against the backdrop of the COVID-19 pandemic, some online travel agencies are looking to cope with this problem by offering more travel deals, providing greater flexibility in bookings and allowing free cancellations within a short window.
Travel intermediaries are not only using social media to advertise their services, but are also putting an emphasis on leveraging advanced technology to promote their online business. Artificial intelligence has infiltrated the travel industry, with large players already integrating chatbots with Facebook Messenger to provide a more seamless customer service.
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Understand the latest market trends and future growth opportunities for the Travel Retail industry in Canada with research from Euromonitor International's team of in-country analysts – experts by industry and geographic specialisation.
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This report originates from Passport, our Travel Retail research and analysis database.
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