The pandemic forced the emergence of systems and technologies that not only got us through the lockdowns, but forever transformed how consumers shop and interact with merchants. The travel industry is no different. With travel again in full swing, travellers are bringing their expectations of a contactless, ultra-convenient process into the mix – and this applies to every step of the journey – from planning the trip to airport security to hotel check-ins.
Traveltech – which simply refers to the various cutting-edge technologies that are being utilized by the industry, has revolutionized the traveller’s journey. One only has to look at online services devoted to all things travel – such as Expedia, Booking.com and Hotwire – to understand the contactless scope of these companies. People can plan, compare costs and easily book flights, accommodation, transportation and more. In many cases, they are offered the option to check in and out online, and even acquire keyless access to hotel rooms.
And speaking of the evolution of travel, even the airport experience is undergoing change. Although it remains a physical process involving passports, IDs and visas, these identification hallmarks are rapidly becoming digitized, and paper tokens will soon become a thing of the past. In fact, late in 2023, the EU will be incorporating an Entry/Exit System (EES) into its protocols, eliminating all passport stamps currently required to travel in and out of the 29 countries in the European Union.
Another major element of traveltech is the advancement of biometric technology, which is gaining in popularity and driving the concept of contactless travel. Biometric processes rely on unique human elements to identify and verify travellers through the use of facial recognition, iris scans or fingerprints. Predictions are that the number of biometric touchpoints will increase by 320% in the coming years, affecting a host of travel processes including check-ins, boarding, identification protocols and more. This futuristic technology will generate automated “e-gates” that support self-boarding activities and will affect 78% of boarding gates by 2030.
The scenarios listed above only scratch the surface of where traveltech can take the airport experience in the coming years. As biometrics continue to shape the passenger journey, it’s not farfetched to imagine travellers entering a biometric corridor en route to security, where their identities are verified while they walk, creating an environment where the passenger is unaware of being ID’d or scrutinized. This in turn creates an overall journey that is far more calming, convenient, and streamlined. In this same scenario, airport security could look like a relaxing, transitory space that offers entertainment, exhibitions, and outdoor spaces – the possibilities are endless.
Throughout the traveltech revolution, however, customer service remains at the forefront of critical business processes. And that’s where partnering with one of the best customer service outsourcing companies can enhance business processes for any organization, regardless of sector. Winner of multiple business awards in the customer service field, Anexa has carefully assembled a skilled roster of CX specialists. These bilingual (English and Spanish) agents understand the critical importance of consistently delivering a great customer experience. They understand that “service” is a bona fide sales tool. And by recognizing that service is intrinsically tied to success when it comes to e-commerce platforms, you can pull ahead by partnering with Anexa.
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