The travel and leisure industry has gone through significant changes over the last decade, through both consumer ‘pull’ and industry ‘push’. Technology has also played a central role in this, with an increased reliance on websites and smartphone apps to facilitate choice and convenience across all journey types.
Consumers today want a trip tailored to meet their needs whether that be an authentic experience on a long holiday, a weekend break nearer to home, or even their daily commute on the train to work. Travelers are confidently booking their individual elements directly, either at home or through a large number of online intermediaries.
A well-traveled public means greater expectations exist from the earliest stages of planning to the trip or travel experience itself. Consumer’s not only want their needs to be met but for their wants to be anticipated.