Introduction to Travel and Tourism Techno-Travel: How Technology Has Changed Everything

1. Introduction to Travel and TourismTechno-Travel: How Technology Has Changed Everything Chapter 11

2. CRS and GDS Systems • CRS = Computer Reservation System • GDS = Global Distribution System • Web-based versions of GDSs • Internet changed everything • Airlines sell through computers and stop paying agents • Online agencies appear and grow • Conventional agents shift focus to higher profit, more complicated items

3. Travel and the Internet • Web sites • Social media

4. Web sites • Informational sites • Opinion sites • Supplier booking sites • Travel agency sites • Auction sites

5. Strengths of Web-based Technology • It gives access to vast amounts of knowledge. • It’s convenient. • There’s no sales pressure. • It’s interactive, and it communicates regularly. • It’s visual and entertaining. • It can be customized.

6. Weaknesses of Web-based Technology • It can’t “solve” complex trips very well. • It can be time-consuming. • Privacy and security are still issues. • Information can be dated or incorrect. • It deals poorly with after-purchase problems. • It transacts well, but counsels poorly.

7. Kinds of Social Media • Social networking sites • Micro-blogging sites • Photo-sharing sites • Video-sharing sites • Business sites

8. Customer Relationship Management Programs (CRM) • Respond quickly to customer inquiries, requests, and service needs • Provide current information and promotions • Organize and manage customer information • Track closure rates • Target promotions to customer needs • Identify your most profitable customers • Strengthen a company’s brand image

9. Applications of CRM Programs in Travel • Airlines • Meeting planners • Cruise lines • Large travel agencies

10. Other Travel-Related Technologies • GPS • iPhones and tablets • Downloadable apps • Blogs • Kiosks • 3D movie systems • Skype-like technologies