2. Performance During COVID-19
Travelers are raring to get back on the move, and they give the industry reasonably high marks for reacting to COVID-19. They may forgive past negative experiences if we prove trustworthy now.
Some sectors have fared better than others. Major international hotels were some of the first businesses in the sector to reopen, regaining consumer trust through clear, consistent safety measures and transparent cancellation policies. Beyond COVID-19, hotels build trust by prioritizing the traveler experience in ways airlines often do not. A simple example is the mindset of welcoming ‘guests’ not ‘passengers’.
Travelers are also still wary about some measures like air filtration, social distancing, and managed boarding being fully implemented, and need more reassurance around refund/exchange flexibility.