Shanghai, May 29, 2024 /CNW/ — With a full recovery in sight, the global aviation industry is pivoting towards the future amid changing traveler preferences, new technological developments and the emergence of new business models. On May 29, Trip.com, a leading one-stop travel service provider, held its second Airlines Global Conference in Singapore. ShanghaiMore than 170 representatives from the International Air Transport Association (IATA), airlines, airports and technology companies from over 40 countries attended to discuss the current state of the industry and the next phase of growth.
During the conference, Trip.com highlighted its ongoing efforts in areas such as artificial intelligence and product innovation, and discussed a range of topics with partners from around the world, including next-generation technologies and innovation.Customer-centricity solution.
New technology makes flying more efficient
In his keynote speech, “Technology Drives the Future of Travel,” Shin ShionTrip.com Group's COO looked at the crucial challenges currently facing the travel industry and demonstrated how technological innovation can provide a clear path forward.
“Recent advances in artificial intelligence are truly remarkable, bringing about previously unthinkable changes to the travel industry,” said Xiong. “Trip.com Group is incorporating AI technology into all aspects of our business, from trip planning and customer service to software development and business solutions.”
During his speech, Xiong cited FlightAI, a data visualization platform for aviation market insights, as an example of Trip.com Group's value-added services to its partners. With more than 3,500 registered users from airlines and airports, FlightAI consolidates various data sources to create easy-to-understand dashboards, helping airlines and airports monitor emerging trends and adjust their strategies based on informed analytics.
Trip.com recently joined the IATA Strategic Partner Program, becoming the first OTA to work with IATA and industry partners on an end-to-end digital identity proof-of-concept to transform the entire booking and travel experience. October 2023Trip.com has successfully tested the first fully integrated digital identity travel experience, from ticket purchase to arrival. London To RomeThis ongoing initiative by IATA aims to provide a seamless, fully digital travel experience for travellers, secured by biometrics.
Looking to the future, Trip.com is embracing technology to drive the next generation of retail in the aviation and travel industry. Gen Z travelers crave interaction and immediate responses, so Trip.com has made its UX design more intuitive and informational. Trip.com's vibrant content marketing ecosystem (including its signature BOSS Live livestream sessions) has increased partner and traveler engagement, resulting in more compelling and cost-effective options for consumers.
Additionally, Trip.com's in-app AI travel assistant, TripGenie, streamlines the flight booking process by providing flight recommendations and booking options. Leveraging large-scale language model technology, TripGenie can create personalized itineraries based on user queries and guide users to book directly when prompted. TripGenie will soon support shared editing and real-time alerts, revolutionizing trip planning and booking and continuing to redefine the user experience.
“We are excited to hear from our industry partners at Trip.com's Global Airlines Conference how they are innovating on all fronts,” said Stephen Copart“From business solutions to customer engagement, we see exciting opportunities for the future of aviation when we work together,” said IATA's Head of Digital Transformation, Mr.
“We are extremely grateful to Trip.com's Airline Global Conference for highlighting current and future advancements in travel technology.” Sam AbdouExecutive Vice President, Global OTA, Airline Distribution & IT Sales, Amadeus IT Group. “Amadeus shares Trip.com's vision and we have worked together to create end-to-end experiences for travelers by providing solutions that foster innovation, partnerships and value creation.”
Customer satisfaction is the foundation of innovation
Technological innovation does not replace the emphasis on the human touch; in fact, it has the potential to increase customer satisfaction. Tang YudongCEO of Trip.com Group's Flight Business Group, spoke about how the company has been leveraging its technological capabilities to enhance its products.
“Advancements in technology have allowed us to expand our product lineup to meet the changing demands of our customers,” said Tan. “Whether it's offering virtual transfer services on long-haul flights or offering more premium cabin options with rich content, we have evolved rapidly in recent years to meet the needs of our diverse customer base.”
For customers who expect more personalized services, Trip.com has introduced a wide range of products and features to cater to their needs. For example, customers can easily choose from a variety of upsell options offered by the Trip Agency Fare Family, such as flexible changes and cancellations, airline reward miles and perks, and ancillary product bundling. For customers who want to change their itinerary but cannot find a suitable alternative flight, On the same dayTrip.com offers a “cancel and rebook” option for other flights with nearby dates, which can be much more efficient and cost-effective than the traditional revalidation and reissue process.
“Through our all-in-one platform, Trip.com creates synergy between our business lines through innovative cross-selling, enhancing the travel experience by helping travelers connect flights with hotel stays, car rentals, experiences and more,” Trip.com COO Schubert Lu said in a keynote speech titled “Evolve and Grow: Innovate for Competitive Advantage.” “Moreover, as travelers increasingly seek unique experiences while traveling, it is important for us to stay ahead of the latest trends.”
Trip.com's world-class customer service further guarantees 24/7 support for travelers around the world. Since 2014, Trip.com's customer support centers have expanded to 16 global customer support centers around the world, providing service support in 20 languages across 13 product lines. In particular, the AI system optimizes response efficiency and helps resolve most inquiries. For example, the self-service application rate for flight changes has doubled to over 80%, and the automatic processing rate is 80%.
Meanwhile, human teams are able to tackle more complex issues, improving the overall customer experience. Additionally, Trip.com takes proactive measures to support customers who may be affected by unexpected events around the world. With prediction accuracy reaching an astounding 80%, Trip.com is able to provide timely and effective support to its valued customers.
“In today's world, digitally integrating infrastructure using big data, biometrics and IoT is essential to improving passenger experience in airport operations,” said Gokhan Dolek, Aviation Development Manager at Istanbul Airport. “We are pleased to share our experience at the Trip.com Airlines Global Conference and discuss how we can serve travelers even better.”
With an unwavering commitment to innovation and customer satisfaction, Trip.com is poised to reach new heights in the aviation industry and works closely with partners to shape the future of flying and bring about a new era of air travel.
about Trip.com
Trip.com is an international one-stop travel service provider available in 24 languages, 39 countries and regions, and 35 local currencies. Trip.com has an extensive hotel and flight network consisting of more than 1.7 million hotels and flights on more than 600 airlines covering 3,400 airports in 220 countries and regions worldwide. Trip.com's world-class 24/7 multilingual customer service and Edinburgh, Tokyo and Seoulhelps “Create the Best Travel Experience” for millions of customers around the world. Visit trip.com to book your next trip.
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Source: Trip.com
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