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The evolution in travel industry

The evolution in travel industry. Reservation Ticketing CRM Product Promotional Channel Destination Information. Reservation. Directly with suppliers and purchase on the spot Partially through travel agent, by telephone, telex, and end to end system.

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The evolution in travel industry

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  1. The evolution in travel industry Reservation Ticketing CRM Product Promotional Channel Destination Information

  2. Reservation Directly with suppliers and purchase on the spot Partially through travel agent, by telephone, telex, and end to end system. Majority book through TA by fax, using Window base GDS, CRS.

  3. Reservation Today Supplier direct or OTA online platform, extranet, mobile device.

  4. Ticketing Hand Written carbon copies Machine printable Multiple coupon printing

  5. Ticketing Today Paperless - Electronic ticket

  6. CRM Manual process, paper filing. Support by back office or accounting system Customer friendly but view only system

  7. CRM Today Customer friendly, allow view, edit, cancel and check-in.

  8. Product Air ticket, hotel. Air ticket, hotel, escorted tour. DIY and FIT package, cruises, train, car rental, excursion.

  9. Product Today Thematic, i.e. cooking class, adventure, celebrity, world heritage, educational.

  10. Promotion Channel Newspapers, radio, magazine, outdoor advertisement. Telex, multifax, TV ads, direct mailing. eDM, partnership

  11. Promotion Channel Today SMS, mobile device, online marketing, affiliate program and social network.

  12. Destination Information Limited, by guide books or worth of mouth. Media, travel guide in local language. Through communication tools, like phone, fax or by post.

  13. Destination information Today In-depth media coverage, internet, NTO, Youtube, social media (e.g. Tripadvisor)

  14. Stay Personal or talk to robot? • Challenges for Offline agent and OTA • Moving forward

  15. Consideration • ROI • Pace of enhancement • Scope of product • Customer preference • Resources allocation • Positioning • Market Segment

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