Direct bookings soar as air retailing evolves

The airline industry is increasingly prioritizing direct sales, recognizing the importance of owning the customer relationship in the evolving landscape of air retailing. This key trend emerged from the “Next 10 Years: Air Retailing” session at the Web in Travel (WiT) Singapore conference today.

A panel of industry experts, including Siew Hoon Yeoh, Founder of WiT; Andy Finkelstein, Senior Vice President of Global Agency Sales & Delivery at Sabre; Trevor Spinks, Commercial Advisor to the CEO of Flyadeal; Ross Veitch, CEO & Co-founder of Wego; Hugh Aitken, VP of Strategic Relations & Development at Skyscanner; and Nadia Omer, CEO of AirAsia MOVE, discussed the future of flight shopping and distribution.

“This session highlighted a significant shift in the airline industry, with a clear emphasis on direct booking strategies and owning the customer relationship,” Siew Hoon Yeoh, founder of Web in Travel commented.  “While intermediaries still play a crucial role, and OTAs in APAC are stepping up their game and offering travellers choice and price, airlines are recognizing the value of building direct connections with travelers, leveraging data and technology to offer personalized experiences and drive loyalty.”

How airline retailing is expected to shape up in ten years:

• Importance of effortless delivery and returns in air retailing: In the future of air retailing, the ability for customers to easily return products and receive service is crucial for gaining their trust and will be a pivotal aspect of the retail experience.
• The interplay between metasearch engines and OTA brands: Metasearch engines like Skyscanner, while part of larger travel groups, maintain a clear focus on driving bookings and providing value to both travelers and partners, without necessarily closing the loop on bookings themselves.
• The evolving dynamics of air retailing: Air retailing is undergoing significant changes, with a focus on personalized and intuitive journeys, reflecting a shift in consumer expectations for more tailored and effortless experiences.
• The impact of AI on travel agents by 2030: AI is expected to significantly enhance the capabilities of travel agents, making them more intelligent and efficient in handling travel bookings and customer requests.
• Tailored recommendations as a priority: Travelers are seeking more personalized recommendations, with the right offers being made at the right time and place, which is a shift from the traditional one-size-fits-all approach.
• The growing significance of direct bookings for airlines: Airlines are increasingly focusing on direct bookings to maintain a closer relationship with customers, with some airlines achieving a high percentage of direct sales.
• AirAsia’s evolution into a full-fledged OTA: AirAsia’s move into the OTA space aims to provide consumers with more choices, acknowledging the growing demand for a diverse range of travel options beyond traditional airline services.
• AI’s role in simplifying travel shopping: Artificial intelligence, particularly through virtual assistants, is expected to play a significant role in reducing friction and simplifying the flight shopping process.
• Predictions for space flights in metasearch: While the concept of metasearch for space flights seems futuristic, there is an expectation that as space travel becomes more mainstream, it will eventually be integrated into travel search platforms.
• The role of GDS in an evolving air retail landscape: Despite the turbulence in air retailing, Global Distribution Systems (GDS) are adapting to provide more advanced retailing solutions and remain a critical component of the travel industry.

The Web in Travel Singapore conference brought together over 500 travel leaders from across the APAC region to delve into the transformative trends shaping the future of the industry.  Themed ‘Next Generation’, the event served as a vital platform for fostering collaboration, innovation, and knowledge sharing, empowering travel businesses to navigate the challenges and opportunities of this dynamic landscape.