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Future-Ready Travel Agencies: Insights from IBS Software’s APAC Growth
In last decade, the centre of gravity for aviation has clearly moved East. Economies in Asia Pacific have outpaced global GDP and aviation has both enabled that growth and benefited from it. IBS Software has helped airlines like the Emirates, Thai Airways, and China Airlines modernise their technology backbone so they can compete in a much more digital and data-driven marketplace. On the other hand, IBS SaaS platform helps hotel and cruise brands bring their distribution, pricing and operations together so they can grow direct relationships and reduce leakage through fragmented legacy systems. Travel Daily Media connected with Gautam Shekar, Senior Vice President and Head of the Asia Pacific region, IBS Software, to know about growth, tech-trends and more… Travel Daily Media (TDM): Can you share the growth story of IBS Software? Where did you start from and where are you now as a company? What is your impact and growth in Asia? Gautam Shekar (GS): IBS Software was born inside aviation and has grown into a global SaaS partner for the entire travel ecosystem. In a little over twenty-five years, we have evolved from an airline-focused technology player to a cloud-first platform that supports airlines, airports, hotels, cruise lines and tour operators across more than forty countries. Our teams now span seventeen offices and over five thousand people, and they work with some of the world’s most recognisable travel brands.” Asia Pacific has become the engine of global aviation, and our own growth has followed that shift. IATA’s latest figures show that Asia Pacific carriers now account for roughly a third of global passenger traffic and delivered more than five percent year-on-year passenger growth in September 2025, with some of the strongest load factors in the world. Intra-Asia journeys grew close to ten percent, led by markets like China and Japan. That is the backdrop for our expansion and for the long-term partnerships we have built with carriers across India, China, Southeast Asia, North Asia and the Middle East. If you look at the last decade, the centre of gravity for aviation has clearly moved East. Economies in Asia Pacific have outpaced global GDP and aviation has both enabled that growth and benefited from it. We have mirrored that journey by investing in the region and by helping airlines including Emirates, Thai Airways, and China Airlines modernise their technology backbone so they can compete in a much more digital and data-driven marketplace. TDM: What are the main benefits of cutting-edge SaaS technology in the travel industry? How have you helped script the digital revolution of the travel industry in Asia? GS: Many airlines are still constrained by technology that was built for a different world. It is costly to run and painfully slow to change. Modern SaaS platforms give them something very different. They provide flexibility, lower ownership costs and tight integration with a wider ecosystem, so airlines can respond quickly to what travellers want instead of waiting for big, risky upgrades. Today’s traveller shops on platforms like Amazon and books mobility on apps like Uber, then turns to an airline website that still behaves like a static catalogue. That gap is not sustainable. Cloud-native, API-first SaaS gives airlines the tools to behave more like modern retailers, with real-time offers, dynamic pricing and far more relevant ancillaries. At an industry level, this is not just an IT refresh. Studies with IATA and McKinsey suggest that better retailing techniques could unlock tens of billions of dollars in additional value for airlines by 2030. SaaS is the practical way to reach that opportunity because it lets carriers move from rigid legacy stacks to open, intelligent retail platforms without disrupting day-to-day operations. Our role has been to modernise that backbone with modular, cloud-native and AI-first platforms that help airlines improve profitability on one side and deliver more personalised journeys on the other. Those are the two levers that will define the next decade of growth in this region. IATA data shows Asia Pacific leading global traffic growth with strong load factors and rising intra-regional demand. That creates both opportunity and risk. Carriers that embrace digital retailing and modern operations will capture loyalty and yield. Those that stay tied to monolithic systems will find it harder to compete. We are working with airlines across the region to make sure they land on the right side of that divide. TDM: There are many benefits of selling corporate, group or multigenerational travel. How can your technology help turn group Holidays into Airline Retail Opportunities? GS: Group and multigenerational trips have historically been treated as a single file sitting in a PNR (Passenger Name Record). With modern retailing, that same booking becomes a canvas for individual engagement. Airlines can understand who is travelling together, personalise offers for each person in the group and surface relevant ancillaries that suit a family, a sports club or a corporate team. That changes group travel from a volume play into a genuine retail opportunity. When airlines have the right data foundation, AI can help them build tailored bundles around a group journey. The platform can suggest seat layouts, bags, meals, insurance, airport services and ground options that make sense for each traveller, rather than one-size-fits-all packages. That creates more convenience for customers and more diversified revenue for the airline. TDM: How do you help travel facilitators grow their business in an increasingly digital and AI-enabled world? GS: We treat AI as a core design principle, not as a buzzword. It helps our teams write, test and deploy code more efficiently, and it shows up in the products our customers use. For travel facilitators, that means smarter servicing, faster decision-making and far richer personalisation at every customer touchpoint. On the front line, generative AI can transform customer service. It can understand intent, surface the right policy or booking information and resolve common requests without long wait times. In the background, machine learning optimises pricing and bundling, so the right offer reaches the right traveller with less manual intervention. That combination improves the experience and lowers the cost to serve. For intermediaries, the real power of AI is that it keeps learning. Every interaction refines pricing models, merchandising strategies and service flows. Over the next five to ten years, we expect step changes in how travel is sold, from far more predictive shopping right through to proactive disruption management. TDM: What are your offerings for the Airline industry that would help provide a differentiated customer experience? GS: On the commercial side, our retail and reservations platform, iRetail, powers the full journey from shopping through to booking and fulfilment. It lets airlines move away from static fares and fixed ancillaries towards offers that reflect real-time context and the traveller’s profile. Our loyalty platform, iLoyal, then builds on that by recognising each customer as an individual. It lets airlines use data about preferences, behaviour and status to shape every interaction. That might show up as tailored seat options, curated benefits or pricing that reflects a long-term relationship. These touches create stickiness, and stickiness is what ultimately strengthens profitability. The industry conversation is shifting towards offers and orders and away from traditional ticketing concepts. We are deeply involved in that change. By aligning with IATA’s Modern Airline Retailing vision and frameworks like ONE Order, we help airlines streamline delivery whilst keeping the focus squarely on customer centricity. TDM: What do you have for the hospitality sector and cruises to improve their revenue and market share? GS: Hotel groups and cruise lines are facing the same customer expectations as airlines. Guests want simple booking flows, personalised stays and frictionless servicing across channels. Our SaaS platform helps these brands bring their distribution, pricing and operations together so they can grow direct relationships and reduce leakage through fragmented legacy systems. By unifying data across stays, voyages and ancillary services, we help hospitality and cruise operators identify their most valuable guests and design experiences that keep them coming back. That might mean smarter packaging, better loyalty mechanics or more accurate demand forecasting. The outcome is the same. Higher revenue quality and stronger competitive positioning. TDM: What has business been like for you in 2025? What’s new, especially in terms of AI for 2026? GS: From a market perspective, 2025 has been strong. IATA’s latest numbers show global passenger demand up by more than three per cent compared to last year, with Asia Pacific again outpacing the rest of the world in both growth and load factors. That recovery in demand has gone hand in hand with a renewed focus on modernisation, and we have continued to grow with our customers across the region. Looking ahead to 2026, we expect airlines to accelerate their move away from monolithic legacy stacks toward cloud-native, AI-powered retail and operations platforms. The industry is already talking less about simple digital enablement and more about true digital retail. Our roadmap reflects that, with investments in generative AI, decision intelligence and agentic workflows that help airlines act with far more speed and precision. TDM: Where do you all have offices in Asia? Why should youngsters think of joining IBS Software? What proclivity would you look for in new team members? GS: We support customers across all the major aviation markets in the Asia Pacific. Our model is not tied to one or two flagship offices. Instead, we place teams and capabilities where our airline, airport and travel partners need us. As the region continues to grow, you will see our footprint and our collaborations deepen across multiple hubs. For young professionals, IBS Software offers the chance to work at the intersection of two dynamic worlds: advanced technology and fast-growing travel markets. Asia Pacific is forecast to remain the largest aviation region in terms of future aircraft deliveries and traffic growth, and we are one of the companies building the digital infrastructure that will support that future. It is a space with a real runway for learning and impact. The people who thrive at IBS Software tend to share three qualities in spirit, even if they express them in different ways. They are curious about both the industry and the technology that drives it. They care about raising the bar on what they deliver. They value a collaborative culture that connects colleagues across geographies and backgrounds. Those traits matter more to us than any single line on a CV.
Shiji’s Christine Lising shares insights on how technology is reshaping F&B operations
Shiji Group’s director of solutions engineering in the Americas Christine Lising recently shared her insights on how technology is reshaping food and beverage (F&B) operations in hotels, from mobility and AI to predictive analytics and automation. Lising highlighted the unique challenges of hotel F&B operations compared to standalone restaurants: multiple outlets, in-room dining, banquets, and PMS integrations demand flexible, intuitive POS systems. She explained: "The goal isn't to replace hospitality with technology: it’s to remove the operational noise that gets in the way." An evolution guided by insights As AI and data-driven platforms mature, Lising envisions a future where every F&B interaction is guided by real-time insights: anticipating guest preferences, optimizing menu choices, and enabling hyper-personalized experiences across every outlet. As she puts it, the balance of empathy and innovation is what will define the next generation of hospitality service. According to Lising: "Innovation is only successful when it's grounded in operational reality. We involve operators early, testing in real hotel environments, gathering feedback, and iterating quickly. In F&B, that means ensuring mobile ordering, kitchen routing, and integrations all work seamlessly together so staff can focus on delivering memorable guest experiences, not managing technology." Where does mobility come in? Mobility continues to reshape hotel dining experiences, giving teams the freedom to meet guests where they are. Mobile POS systems, integrated with PMS and CRM data, empower staff to take orders, process payments, and personalize service from anywhere on property. The result: faster service, more upselling opportunities, and a guest journey that feels seamless and personal from start to finish. From mobile ordering to cloud-based integrations, the future of F&B lies in connected, predictive systems that empower staff and enhance guest experiences. Lising concluded by saying: "Automation should create space for hospitality, not eliminate it."
Incredible Journeys empowers agents with insight and inspiration at inaugural Touring & Adventure Showcase
The B2B touring and adventure brand of dnata Travel Group UK have spent two days hosting over 35 agents and 15 partners at their head office in Leyland for their very first Touring and Adventure Showcase. Day one included an informative presentation to their supplier partners in attendance, before agents arrived and began speed-dating styled training sessions, learning about so many fascinating products available. Partners in attendance were G Adventures, Intrepid, APT, AAT Kings, Journey Beyond, Destination Asia, TTC, Cosmos, Globus, FollowMe2Africa, Just You, Wendy Wu Tours, Distinct Destinations, AE Expeditions and Aqua Expeditions. At the end of the first day, the Incredible Journeys team celebrated with their agents and suppliers at their evening event, which provided the perfect setting to network with each other, reflect on what they had learned throughout the day and come together to enjoy great food, drinks, music, and the addition of a branded ball pit. All agents who attended were also entered into a prize draw to win some exceptional prizes, including a FAM trip place on an Albania tour with Just You, and the grand prize from Incredible Journeys and G Adventures, which was a FAM trip place on their Thailand trip, travelling in 2026. On day two, agents were introduced to Claire Brighton, Director of Association of Touring & Adventure (ATAS), as she hosted an expert panel. On the panel was Incredible Journeys Managing Director and ATAS board member, Simon Applebaum; National Sales Manager from G Adventures, Stu Darnley; Senior Partnerships Manager from Intrepid, Kaigan Lewis; and Senior Business Development Manager from AE Expeditions, Katie Harbel. Creating an engaging and informative panel and answering questions that provided agents with insight into the latest trends and tips for selling holidays in this sector, agents left with a developed confidence for how to sell and promote even the most intricate of tours. Simon Applebaum, Managing Director shared, “This event was a great opportunity to connect with so many agents who were all keen to learn more about this ever-growing sector, and to of course welcome our valued supplier partners back to our HQ. The purpose of these two days was to encourage more agents to confidently sell touring holidays and to connect them with the people who can help them through every query and booking.” Applebaum continued, “We are grateful to our suppliers for supporting us at this event and for giving their time and expertise to our agents. And to our agents, who all made the most of their time with us, asking questions and being engaged throughout. This was our first touring and adventure showcase, but I expect it won’t be our last.”
AI in Travel, Simplified: Agoda’s Andrew Smith Shares Insights Ahead of ITB Asia 2025
Artificial intelligence (AI), big data, and other technologies that stand to change the way the world travels are among the hot topics for discussion at this year’s ITB Asia which opens on Wednesday, 15th October, in Singapore. For this reason, we at Travel Daily Media had the opportunity to speak to Andrew Smith, senior vice-president of supply at global online travel platform Agoda, who shared some fresh insights on how these technologies are shaping the contemporary travel and tourism sectors. Smith pointed out the ways by which Agoda has used technology to its advantage, serving as tools with which to craft a better, more efficient, and more engaging online experience for its customers. In the beginning As Smith recalls: “At Agoda, we approached AI by asking a very simple question: what real problems can this solve for travelers and partners today? A few concrete points guided us before rolling anything out.” These touchpoints included the following: Pain points first, technology second: The company focused on areas where customers or partners felt friction: particularly finding the right hotel in seconds, resolving common booking issues, or helping a small hotel manage pricing and content without extra staff; Internal usage before external delivery: To get things started, Agoda initially used AI to make its own teams more productive. Among the measures involved were the shift from manual to automated reporting, the development of rapid creatives for social media, as well as faster internal escalation flows so that the platform could deliver better outcomes to travelers and partners faster; Empowering partners: It is pretty much a given that hotels and property managers, especially smaller independents, don’t always have marketing teams or data science resources. Smith said: “We considered how AI could level the playing field, making it easier for them to promote themselves, optimize pricing, and reach new demand;” and Scalability: AI can’t just be a demo feature, so to speak; hence, Agoda prioritised use cases that could work across millions of travellers and tens of thousands of partners, getting into applicable real-world scenarios as opposed to the controlled environment of a testing lab. As Smith puts it: “The outcome is that AI is embedded into our business with practical use cases that show immediate value. It simplifies how partners work with us and makes travel planning more fun and less stressful for customers.” Does technology matter when it comes to personalisation? Of late, we have seen the term personalisation banded around with AI and other technologies under discussion, especially in the context of hospitality. We have seen how major hotel chains and even some smaller groups use contemporary technologies to determine where they can improve overall customer service, offer a better guest experience, and ensure repeat bookings for the future. Smith said of the application of AI and similar innovations in hospitality: “AI is rapidly transforming hospitality, with adoption and investment across the industry projected to grow significantly in the coming years. At Agoda, we see AI as a tool to personalize travel in two ways: creating better experiences for travelers and helping partners attract even more guests.” He went on to point out that AI is a powerful equaliser, particularly among Agoda’s growing number of global partners. According to Smith: “Hotels and tour operators, regardless of size, can now compete more effectively by leveraging AI-driven tools, enabling them to attract travelers at the right moment in their search journey.” He cited how partners can generate tailored content automatically for their specific properties, highlighting search parameters like family-friendly near Disneyland for one segment and romantic Left Bank escape to another, all on top of a plethora of segmentations with little effort. Smith added: “What’s more, AI is unlocking the potential for smart pricing and promotions, with Deloitte reporting that AI-powered dynamic pricing in hospitality can improve revenue per available room (RevPAR) by up to ten percent.” While that’s all well and good for hospitality companies, would AI have any significant benefit to the ordinary traveller? For Smith, the simple answer is yes. He explains: “For travelers AI enables a more intuitive and relevant discovery process. Rather than relying solely on simple filters like price or location, at Agoda we leverage AI to surface options that align with each traveler’s unique preferences and past behaviors. For example, a traveler searching for Tokyo may see a capsule hotel for a solo trip, a boutique hotel near Shibuya shops and nightlife for a couple, or a family suite close to Ueno Zoo for parents traveling with kids.” Even after the trip or hotel has been booked, AI can anticipate the needs of individual travellers throughout their journey. AI can generate relevant suggestions for those on tour or contemplating any activities on their slate based on interests as well as data from previous trips. In doing so, the overall experience becomes deeply personal for travellers, essentially enabling them to put their own stamp on every experience. Smith opined: “Looking ahead, the real opportunity lies in translating the power of AI-driven personalization into engaging and intuitive experiences for both travelers and partners. Our focus is on ensuring that every interaction feels relevant and effortless, so travelers discover options that truly resonate with them, and partners see stronger conversion and more bookings.” Tread carefully: technology and cultural sensitivity Cultural sensitivity is a serious touchpoint at the moment for the global travel and tourism sectors, especially in the context of overtourism and the disrespectful way that some travellers have been behaving in various parts of the world. In which case, how can artificial intelligence change the game when it comes to developing more culturally diverse offerings without being offensive to local sensibilities or diluting the merits of local culture? Smith replied that, for Agoda, AI has the potential to strengthen localisation, making cultural relevance easier to achieve at scale. But he was also quick to point out that AI is most powerful when it enhances, rather than overshadows, local traditions and experiences and when its application is guided by human judgement. As he explains: “For travellers, AI allows us to surface options and guidance that align with local customs and etiquette. For instance, travelers booking a stay in Japan might receive suggestions for ryokans with private onsen baths, while those heading to Bali could be prompted about temple dress codes. Agoda’s multilingual AI tools localize both tone and content: a deal described as ‘awesome’ in English becomes ‘great value’ in Japanese, reflecting cultural communication norms. This approach has helped Agoda maintain over 40 active language sites, each tuned to local tone and nuance rather than literal translation.” On the other hand AI empowers Agoda’s hotel partners to express their identity authentically to a global audience. For example: a Thai boutique resort can automatically translate its listing into Korean or Arabic without losing the warmth of Thai hospitality. AI can also detect cultural mismatches from guest reviews in order to prompt clearer explanations in future listings. Across regions, AI helps partners understand demand patterns: breakfast-inclusive stays in Japan, for example; or flexibility in Australia; even family-friendly options in the Middle East. Such insights lead to the development of more relevant and appealing offers without diluting cultural distinction. Smith opines:”Ultimately, AI is helping travel become more respectful, as travellers engage with local cultures more thoughtfully, and partners can showcase what makes them unique to a global audience.” Technology = streamlined service Within the Agoda experience, AI and other technologies have been a great help for streamlining operations, particularly customer service. According to Smith: “AI plays an important role in assisting much of our frontline support. For example, our Property Ask-Me-Anything (AMA) Bot provides travelers with instant, reliable information about hotels and amenities directly on property pages across desktop, mobile, and app. Since its launch, the bot has handled over 30,000 hotel-related questions daily, reducing uncertainty and helping travelers make quicker booking decisions. For more routine support needs, our virtual assistant handles increasing amounts of requests monthly, resolving common issues such as date changes, refund eligibility, or booking confirmations in seconds. When an issue is complex, AI routes it to the right human team with full context, so customers don’t need to repeat themselves. This has reduced response and resolution times while improving satisfaction.” Indeed, AI has significantly improved how Agoda supports its hotel partners on a daily basis, and the creation of a virtual assistant on its YCS partner platform has made it easier to meet vital needs. To date, Agoda is in the process of expanding its relevant investments in technology to extend coverage and offer solutions in more languages. It should be noted at this point that one of the more complex and time-sensitive support issues is using technology to deal with is payment re-issuance. To date, Agoda has fully automated related processes, resulting in quicker response time and improved satisfaction. Smith recalls: “Even for internal support we used to deal with over 40different internal flows for escalation which is now replaced by a single AI workflow ultimately benefiting our partners and customers. We’re still learning and improving. Some partner or traveler situations require emotional intelligence or nuanced negotiation, areas where human empathy remains irreplaceable. Our focus now is refining AI’s ability to detect when to escalate to a human early, ensuring we balance speed with sensitivity.” Looking to the future For Smith, Agoda’s direction with regard to the use of AI and other technologies is clear: Agoda is building toward an even more connected trip experience powered by AI. He said: “The next stage of travel innovation isn’t just about showing the right hotel or flight. It’s about having an assistant that understands context and timing, suggesting a room upgrade when it makes sense, helping you rebook automatically if your flight is delayed, or recommending a great local restaurant once you’ve checked in. all without you needing to ask.” The application of such technologies will ensure that journeys feel proactive and personal for travellers anywhere. For partners, on the other hand, it will lead to improved demand prediction, smarter merchandising, along with a host of ways with which to engage guests throughout their stays. Smith concluded by saying: “We’re deeply focused on responsible innovation. AI can only succeed if customers and partners trust how it’s used. So, our approach is to innovate quickly but deploy carefully. In short, we’re aiming for the kind of travel experience that feels effortless end to end: intelligent, human, and connected.” Agoda’s Andrew Smith will be leading the ITB Asia session Real World Applications of AI and Strategies for Hotels on Thursday, 16th October, at 1:30pm SGT at the Sands Expo and Convention Centre, Singapore. To know more about the upcoming discussion, click here.
Going Beyond ‘Service’ with Raja Rajarajan: Services are becoming increasingly consultative and insight driven
SCHEDULE A CALL WITH AGILYSYS HERE Raja Rajarajan, Senior Director Services, APAC, Agilysys TDM has started a series of interviews under the theme ‘Going Beyond’ that bring to the forefront 'a behind-the-scenes look' at the expertise of Agilysys APAC team members across product engineering, services, HR, and sales, highlighting how each function plays a strategic role in delivering value to hospitality clients. This series of interviews explores how these teams contribute to key business outcomes — enhancing the guest experience, driving RevPAG, enabling seamless, interoperable solutions, etc. — while providing a deeper understanding of the people, processes, and innovation that power Agilysys’ impact across the hospitality sector. In Part 3 of the ‘Going Beyond’ series TDM interviews Raja Rajarajan, Senior Director Services, APAC, Agilysys. Raja Rajarajan explores how the services team supports hospitality providers through smooth implementation, ongoing optimisation, and long-term success with Agilysys solutions. He shares how service excellence drives operational outcomes, enables seamless integrations, and directly contributes to enhancing the guest experience and supporting RevPAG growth across the APAC region. Travel Daily Media (TDM): As Senior Director of Services, how do you and your team help clients across APAC maximise value from Agilysys solutions, and what does a typical day in your role look like? Raja Rajarajan (RR): As the Senior Director of Services for Agilysys in the APAC region, based in Sydney, my focus is on helping clients not just implement our solutions effectively, but maximise their long-term value. My team and I work closely with hotels, resorts, and hospitality businesses across the region, supporting them at every stage of their journey - from initial consultation through to onboarding, implementation, training, and ongoing optimisation. Clients often describe us as ‘innovative and responsive,’ and we take pride in that. It reflects our deep commitment to making a meaningful difference in their daily operations and ensuring that technology never becomes a barrier to great service. No two days are the same, and that’s one of the aspects I enjoy most. A typical morning might begin with project updates, addressing any escalations, and reviewing resource planning across the diverse markets we serve. Collaboration with our product teams is a key part of my role; bringing client feedback directly into the development cycle to continuously enhance our solutions. Managing teams across geographies and time zones can be complex, but I see it as a unique opportunity to drive innovation and impact. It challenges me to stay adaptable, communicate clearly, and remain closely attuned to the local needs of each market. The diversity within APAC sparks fresh thinking and helps keep us aligned with the rapid evolution of the hospitality industry. At the core of everything we do is a simple, shared goal: to deliver service excellence and help our clients succeed. TDM: Agilysys is known for delivering seamless, end-to-end solutions. How does the services team support hoteliers in achieving smooth implementation and long-term interoperability across their tech stack? RR: Our services team isn’t just focused on deployment - we’re with our clients throughout the entire journey. Our goal is to ensure each implementation not only runs smoothly but also aligns with the property’s long-term operational and commercial goals. We conduct detailed needs assessments to gain a deep understanding of each property’s workflows, guest interactions, and any third-party systems in use. With this foundation, we create a tailored deployment plan that minimises disruption, reduces downtime, and ensures seamless integration with existing technology. This thoughtful, proactive approach is a big reason clients see us as responsive and dependable. We work across a wide range of hospitality environments, from independent hotels to resort groups, new openings, and properties transitioning from legacy systems. Whether it’s upgrading a single module or implementing a full end-to-end ecosystem, we collaborate closely with each client to customise the approach. Importantly, our support doesn’t stop at go-live. We remain actively engaged through regular upgrades, performance reviews, system health checks, and ongoing training. Our goal is to ensure Agilysys solutions continue to evolve alongside our clients' needs - becoming not just a software platform, but an extension of their operation. TDM: In your experience working with a diverse range of hospitality providers, what role does services excellence play in improving guest experiences and supporting RevPAG-focused strategies? RR: In hospitality, technology should never be a barrier - it should be an enabler. When systems are implemented and optimised with precision, they free up staff to focus on the guest. This has a direct impact on satisfaction, loyalty, and ultimately, revenue per guest. When front-of-house and back-of-house systems are tightly integrated and fine-tuned for operational efficiency, properties are better positioned to personalise experiences, upsell intelligently, and respond to guest needs in real time. That’s how RevPAG is unlocked - not just by having the right tools, but by using them to their fullest potential. Notably, our support doesn’t end at implementation. We view every relationship as a long-term partnership. Our services team remains actively engaged, providing ongoing consultation, system reviews, and tailored advice. This allows us to respond as needs evolve and ensures that our clients can continue to elevate the guest experience over time. TDM: Can you share a recent success story or common challenge where the services team played a key role in helping a client improve operations or drive revenue outcomes? RR: One common challenge we frequently see is fragmented guest data across multiple systems. Many hospitality providers rely on separate platforms for property management (PMS), point-of-sale (POS), inventory, and loyalty - which leads to siloed information and an incomplete view of the guest journey. This not only affects staff efficiency but also limits personalisation and targeted marketing opportunities. We recently worked with a multi-property resort group facing exactly this issue. Their front desk staff couldn’t access guest preferences or past bookings from spa or dining outlets, missing critical upselling moments and opportunities to personalise the experience. Meanwhile, their marketing team lacked a consolidated view of guest spend across departments, making targeted campaigns ineffective. Staff spent far too much time manually cross-referencing data - time that could’ve been spent with guests. Our team stepped in with a strategic approach, not just to implement Agilysys’ integrated PMS and POS, but to unify their broader ecosystem and create a single source of truth. We started with a full data flow analysis, identifying gaps and delays in how guest information was captured and shared. Working closely with IT and operations, we developed a plan to import and sync legacy data into the Agilysys platform. This resulted in a fully unified guest profile. Today, front desk agents can instantly access a guest’s previous spend, dietary preferences, or favourite activities, regardless of where that data originated. Real-time updates from new bookings - like a last-minute spa appointment - are captured immediately and reflected across the system. Beyond the tech, we focused heavily on cross-departmental training. It wasn’t just about adoption, it was about workflow transformation. Front desk teams learned how to act on guest insights to offer meaningful upsells. F&B staff were trained to recognise returning guests and tailor service accordingly. The transformation was significant. Manual processes were reduced dramatically. Staff became more empowered, guest engagement improved, and operational efficiency increased. Over time, these enhancements translated into measurable gains - stronger guest satisfaction, more ancillary revenue, and greater confidence in using technology to drive results. TDM: Looking ahead, how is the role of services evolving in the hospitality tech space, and how is Agilysys positioned to support hoteliers in meeting the expectations of today’s - and tomorrow’s - guests? RR: The role of services is becoming increasingly consultative and insight driven. As guest expectations grow more complex - from hyper-personalised experiences to mobile-first interactions and seamless service delivery - hospitality providers need more than just software. They need strategic partners who can anticipate change, share best practices, and unlock new opportunities. At Agilysys, we’re investing in advanced analytics, AI-powered support, and continuous education to help hoteliers stay ahead of the curve. Our services model is designed to evolve with our clients - ensuring they can not only adapt to shifting guest expectations but consistently exceed them. We recognise that many operators are understandably cautious about system change. That’s why we prioritise empathy and collaboration throughout every engagement. Whether it’s a phased rollout, a migration from legacy platforms, or a full digital transformation, we walk alongside our clients at every stage - helping them build the confidence and capability to future-proof their operations. TDM: What does 'Going Beyond' mean to you? RR: For me, Going Beyond is about committing to client success in ways that extend far beyond contracts or service agreements. It’s about being proactive, anticipating needs before they arise, and delivering outcomes that genuinely add value. It means staying engaged well after go-live - being there when challenges come up, responding with urgency, and celebrating wins as a team. It’s not just about fixing issues; it’s about creating moments of trust, clarity, and collaboration throughout the relationship. Ultimately, Going Beyond is a mindset. It’s about showing up consistently, standing by our clients through change, and building partnerships rooted in long-term growth. That’s what drives us - not just delivering software, but delivering confidence, continuity, and shared success. SCHEDULE A CALL WITH AGILYSYS HERE
Vietnam’s Deputy Prime Minister shares insights to grow country’s tourism sector
Deputy Prime Minister Mai Van Chinh of Vietnam recently shared several insights on how his country could push the growth of its burgeoning tourism sector. Speaking at the High-Level Tourism Forum of ITE HCMC 2025 on Thursday, 4th September, Mai pointed out how tourism is a humanistic sector that has contributed significantly to the national economy whilst expanding the developmental mindset of the Vietnamese people. Speaking in the vernacular, the Deputy Prime Minister said: "Vietnam's location puts it in a prime position for tourism development, and its potential is bolstered further by its cultural heritage; the fact that it has nine UNESCO World Heritage Sites and 16 pieces of intangible heritage; diverse cuisines, beautiful landscapes, and gracious people." Mai likewise cited Ho Chi Minh City, Vietnam's largest urban centre, for its unique culture and dynamic spaces. The southern city's tourism scene certainly has much going for it in terms of MICE and cultural tourism, but is also rapidly emerging as a prime destination for premium and luxury travellers the world over. Points to ponder for future development For Vietnam to fully come into its potential as a global destination centred around sustainability and innovation, Mai presented six strategic points for tourism officials and professionals to take into consideration. These range from bolstering human resources to supporting local industry to foster economic growth. Cultivate an ambassadorial mindset among the people Mai explained that every Vietnamese no citizen should consider themselves ambassadors for their nation. It is not enough to express pride in one's nation, but one also needs to help think of ways by which the country can help improve the travel experience for visiting foreign nationals. In which case, Mai advised a holistic approach: taking both technological innovation and ecological sensibilities into consideration simultaneously to create smarter, more personal experiences for visitors. Shift developmental thinking towards sustainable development When tourism development is up for discussion, the conversations invariably turn towards infrastructural improvement and technological innovation. While this isn't entirely bad, it tends to throw more sustainable solutions onto the proverbial back burner, causing detriment to the environment. At the same time, tourism development runs the risk of disenfranchising ethnic minorities and sectoral groups who may be bypassed for those with more aesthetic or mass market appeal. In which case, the concept of regenerative tourism comes into play: giving ample support to communities whilst maximising the practice of sustainable solutions to promote and / or establish destinations with more lasting and farther reaching appeal. Emphasise urgency With tourism boards becoming more competitive on both regional and global levels, it does not pay to play safe or to move too slowly. Tourism boards need to think in their feet, considering current challenges as well as the repercussions any actions may have on future campaigns or offerings. Mai advised that both good governance and proper knowledge sharing need to be in place for this to come off properly. Consider input from all sectors Tourism is not just about picturesque places or once in a lifetime experiences. For Mai, developing tourism products for the future entails coordination among various sectors to create something that truly captures the totality of a destination. In Vietnam's case, it calls for input from the science and technology community, agriculture, commerce, as well as the creative sector in order to devise more effective, distinctive, and globally competitive tourism offerings. Invest in human resources A nation's true treasure lies in its people and, for that reason, people need to be trained to bring out the very best in their home country. As tourism is, so to speak, the public face of any country, the skills of sectoral professionals need to be at par with the world's best. In which case, human resource exchanges with partner nations are recommended, as are upskilling on a regular basis, implementing regulatory measures to ensure the compliance of service quality with global standards, and even improving vocational training measures. Support MSMEs Micro-, small-, and medium-scale enterprises (MSMEs) are a fundamental part of the tourist experience, mainly because products from smaller or more bespoke producers take centre stage at many destinations. Perhaps Vietnam needs to take a cue from the Philippines which recently began offering developmental loan instruments to foster entrepreneurship among its people. Likewise, the One Town, One Product concept in many parts of Southeast Asia has gone a long way to help improve the livelihoods of the people, especially those in remote areas and those who belong to marginalised groups. Beyond what we know For Mai, tourism isn't just about promoting destinations for economic gain, but the sector serves as an arbiter of peace, development, and prosperity. Not only that, but it also helps to foster a stronger sense of national identity among the people. With that said, perhaps it is time for Vietnam to rethink what it currently has in place: to innovate in a smart and sustainable manner for a better future.
Get insights for the perfect ‘Holiday Happiness Formula’
Representative Image The formula for the perfect holiday has been revealed, with no fewer than 4.8 hours of sunshine, 6.1 hours of sleep and 2.2 hours of physical activity required to reach optimum happiness. The perfect holiday happiness formula The new formula has been revealed by package holiday provider easyJet Holidays and Doctor of Happiness Andy Cope to help Brits capture every ounce of holiday happiness this summer. Alongside sunshine, sleep and physical activity, research found for holiday happiness we need 3.9 hours away from our screens to help lower stress. The research lifts the lid on when a holiday truly gets underway, with one in five (19%) saying they are in holiday mode as soon as their ‘out of office’ is on, while over a quarter (27%) believe it is from the moment you leave the house and almost one in 10 (8%) believe it is when you reach your destination. And it takes Brits an average of two days to fully ‘switch off’ from work while on holidays, according to the study, with 4% even taking 7 days or more to truly wind down. Dr Cope suggests that holiday happiness can be multiplied by the power of p, people, saying the optimum mix is 70% family time and 30% me time. Quality beats quantity, with the Happiness Doctor revealing that it’s not how much time you spend with loved ones, but how present and relaxed you are during it. He also recommends nine hours of rest per day, three litres of water to improve overall brain function and mood and a small daily indulgence of a sweet treat by the pool – because you are on holiday after all. In addition to the happiness formula, the top 10 holiday activities that make British holidaymakers happy have also been revealed: Top 10 holiday activities Going to the beach Swimming in the pool Visiting a cultural monument Trying the local cuisine Laying on a sun lounger Reading a book Watching a sunrise/sunset Exploring the local shops Capturing holiday moments on camera Going for a hike Dr Andy Cope says: “Most people are living life fast, but we’re not necessarily living it well. Holidays give us all a chance to rest, rejuvenate and come back fully charged. Human brains are great at pre-living and re-living, which means we can start enjoying the holiday the moment it’s booked, and retain our happiness glow long after we get back. The happiest holidays aren’t about ticking off sights, they're about feeling relaxed, present, and a little bit more like ourselves. My prescription for holiday heaven: aim for 25°C-ish, with sunshine, a light breeze, lovely people and zero emails.” Stuart Wright, Customer Director at easyJet Holidays said: “At easyJet holidays, we believe the secret to a truly happy holiday lies in simplicity, inspiration, and ease. When you travel, you want to focus on what really matters –discovering new places, spending quality time with loved ones, and enjoying a well-deserved break from everyday life. That’s why we’re delighted to reveal the holiday happiness formula, which can easily be achieved on one of our brilliant holidays. With over 8,000 hotels to choose from, we offer an incredible range of options for relaxation, delicious cuisine, fantastic weather, rich culture, and activities to suit everyone.”
Agoda releases H1-2025 tourism insights for Thailand
Online travel agency (OTA) Agoda released its Thailand country report for the first half of 2025, with inbound travel trends showing sustained momentum from regional markets. For the first six months of this year China, Malaysia, and South Korea were the top three global source markets for the country, with Japan and Singapore close behind. These results may be attributed to Thailand’s expanded air connectivity and improved travel facilitation under the Amazing Thailand Grand Tourism and Sports Year 2025 campaign. Key findings from H1-2025 Citing official figures from the Ministry of Tourism and Sports, Agoda noted that Thailand welcomed over 16 million international visitors between January and June 2025, generating approximately 743.582 billion baht in tourism revenue. This growth reflects the positive impact of government-led efforts to promote quality tourism through infrastructure upgrades, streamlined visa procedures, and targeted campaigns. According to Agoda’s country director in Thailand Akaporn Rodkong: “We’re honoured to be the platform of choice for travellers from across Asia and proud to play a role in supporting tourism in Thailand. At Agoda, we’re committed to offering convenient and diverse accommodation options that help travellers explore both well-known destinations and hidden gems across the country, making their trips easier and more memorable.” Bangkok, Pattaya, and Phuket remain Thailand’s Big Three At the destination level, Bangkok, Pattaya, and Phuket continued to lead as the most visited cities among these top markets. Interestingly, Hat Yai emerged as a rising destination, particularly for travellers from Malaysia and Singapore, mostly attributed to its affordability and accessibility which have earned it recognition as one of the most budget-friendly cities in Asia for two years in a row. Agoda’s data also revealed distinct visitor behaviour by market: while China led in visitor volume, South Korean travellers recorded the longest average stays. They were followed by tourists from Japan, Malaysia, Singapore, and China. Island destinations and quieter locales attracted extended stays. These locations included Ko Tao which is known for its diving experiences, Ko Pha-ngan for its blend of laid-back beaches and nightlife, and Pathum Thani for a more local atmosphere close to the capital.
SITA releases 2025 Baggage IT Insights report
SITA released its SITA Baggage IT Insights 2025 report today, 12th June, detailing progressive improvement in the global baggage handling sector. The SITA Baggage IT Insights 2025 report reflects the views and data of 280 airlines and IATA passenger traffic. SITA applies a weighting system, based on IATA passenger traffic statistics, to its WorldTracer data to calculate the baggage mishandling rates. Improvements in Europe and elsewhere Per the report, Europe’s air transport industry handled record passenger volumes in 2024, with airports and airlines managing soaring baggage loads with increasing precision. Interestingly, Europe’s baggage mishandling rate dropped to 12.3 bags per 1,000 passengers in the past year, marking a 26 percent improvement compared to 2007 and an impressive recovery from 15.7 in 2022. Globally, despite the 8.2 percent increase in worldwide traffic in 2024, the overall mishandling rate dropped to 6.3 bags per 1,000 passengers, down from 6.9 the previous year and 67 percent lower than in 2007. The total number of mishandled bags decreased to 33.4 million, compared to 33.8 million the previous year. Of the 33.4 million mishandled bags, over 66 percent or 22 million cases in all were resolved and closed in SITA WorldTracer within 48 hours, underscoring the industry’s ability to quickly reunite passengers with their luggage. Specifically, out of the 22 million, 25 percent were resolved within 12 hours, 38 percent within 24 hours, and another 38 percent within 48 hours. Mishandling remains an issue But while these results show clear improvement, baggage mishandling still cost the industry an estimated US$5 billion in 2024 and passengers are increasingly expecting more from the industry. The costs, from courier returns and customer service to claims handling and lost productivity, highlight the urgency of continued investment in real-time, automated, and data-driven baggage systems. SITA chief executive David Lavorel opined: “In air transport, transformation isn’t a phase, it’s the norm. The industry is constantly evolving, driven by technology, passenger expectations, and global change. We’ve seen a radical shift with automation and the widespread use of real-time tracking. Passengers now expect their baggage experience to be as easy and transparent as using a rideshare or delivery app. It’s no longer just about moving bags, it’s about delivering a smooth, connected journey.” Lavorel further pointed out that many airlines are ready to tap into technology that improves the passenger experience while keeping costs down and being simple to roll out. He concluded by saying: “Together with our partners, we’re reimagining baggage handling to give passengers full visibility and control from departure to arrival, giving them peace of mind Time for long-term solutions rather than band-aids Given how airports and airlines are now handling greater baggage volumes with more precision, it is clear that real-time tracking, AI-powered analytics, and self-service solutions are becoming standard on a global scale. This shows the real impact of investing in smart, data-driven baggage systems. In 2024, 42 percent of passengers had access to real-time baggage updates, up from 38 percent the year before. Nearly half of travelers say mobile tracking would boost their confidence in checking in a bag, and 38 percent value the addition of digital ID tags. Airlines have responded by prioritizing visibility across the baggage journey. Currently, 66 percent offer automated bag drop, and another 16 percent plan to by 2027. On the airport side, 65 percent plan to roll out biometric self-service bag drop by the same year. Incidentally, one of the standout innovations in 2024 was the integration of Apple’s Share Item Location feature with SITA WorldTracer. Passengers can share the location of their Apple AirTag with airlines, allowing quicker baggage recovery. British Airways, Lufthansa, Qantas, Cathay, and Virgin Atlantic are among the adopters. This integration also powers WorldTracer’s Auto Reflight, which automatically reflights bags on the original bag tag, identifies the cause of mishandling, and begins resolution with no human intervention required. It should also be noted that airports like Red Sea International in Saudi Arabia are already implementing next-generation baggage solutions, including off-airport check-in and real-time tracking, powered by SITA Bag Journey. Where most bags go missing and how the industry is responding Delayed bags remain the most common issue, accounting for 74 percent of mishandled baggage, down from 80 percent in the previous year. Lost or stolen bags made up eight percent, while damaged or pilfered bags increased to 18 percent, up from 15 percent in 2023. Transfer mishandling was the biggest contributor at 41 percent, showing improvement from 46 percent the previous year. Tagging or ticketing errors, security issues, and similar factors rose slightly by three percentage points to 17 percent, while loading failures remained steady at 16 percent. Meanwhile, operational issues such as customs delays, weather, or capacity constraints increased to ten percent, up from eight percent previously. SITA’s director of baggage Nicole Hogg remarked: “We’re making progress, but baggage still causes stress. Passengers want reassurance. The future of baggage is rapidly evolving with automation, computer vision, and mobile tools, we’re making the experience much more reliable.” New regulations to help reduce mishandling Earlier this year, the air transport industry approved the new Modern Baggage Messaging (MBM) standard. Designed to enhance data quality, MBM Version 2 is expected to reduce mishandling by another five percent. These improvements build on IATA Resolution 753, which mandates baggage tracking at four key stages. The focus now is on using shared data to predict and prevent issues, not just report them.
Fliggy releases travel insights for this year’s Dragon Boat Festival holiday
Alibaba Group’s online travel services platform Fliggy just released insights into travel trends for the 2025 Dragon Boat Festival holiday. This latest report reveals a sustained demand for high-quality travel experiences throughout the Chinese mainland, as well as the country’s special autonomous regions of Hong Kong and Macau. Data shows that bookings for customised domestic tours are up by over 50 percent year-on-year (YoY), while domestic hotel packages combining accommodation with entertainment and dining options grew by 20 percent. Likewise, travellers were spending more in the leadup to the holiday, with average expenses on tickets, camping experiences, and chartered tours rising by 8.8 percent compared to last year's holiday period. In for stays and cultural immersion This year, many travelers opted for visits to theme parks or resorts with family and friends. As a result, ticket sales for major attractions and theme parks on the first day of the holiday increased by 25 percent YoY, while comprehensive packages that included dining and entertainment experienced a remarkable 140 percent surge in bookings. With southern China entering its rainy season, the hot and humid weather led many travelers to enjoy hotel-based retreats. Properties enhanced their offerings with traditional festival activities, such as making zongzi (glutinous rice dumplings), handcrafting five-color bracelets, and creating aromatic sachets, attracting guests seeking cultural experiences. Among all accommodation types, luxury resorts and boutique homestays recorded particularly strong booking growth during the holiday period. This year saw the increased popularity of closer destinations During the three-day holiday, travelers favored short-distance road trips and nearby getaways. According to Fliggy data, domestic car rental bookings jumped by approximately 30 percent YoY, with flexible pickup and return options proving particularly popular. Top self-drive destinations included Urumqi, Chengdu, Sanya, Haikou, and Beijing. On the other hand, the most popular domestic destinations included Shanghai, Beijing, Hangzhou, Chengdu, Guangzhou, Shenzhen, Nanjing, Chongqing, Xi'an, and Wuhan. Meanwhile, emerging locations such as Beitun (Xinjiang), Jincheng (Shanxi), Qiongzhong (Hainan), Qingyuan (Guangdong), Wuwei (Gansu), Nujiang (Yunnan), Dezhou (Shandong), Fangchenggang (Guangxi), and Kaifeng (Henan) showed the fastest booking growth, alluring travelers with their unique cultural and natural attractions in less crowded environments. For outbound travel, the most sought-after destinations included Japan, South Korea, Hong Kong SAR, Thailand, Malaysia, Vietnam, Singapore, France, Indonesia, and the United States, with short-haul flights (under four hours) being particularly popular. Notably, countries such as Poland, Iceland, Finland, Bhutan, Uzbekistan, Laos, Azerbaijan, Kazakhstan, Tanzania, and Georgia experienced substantial growth in bookings, drawing travelers with their pleasant climates and distinctive cultural offerings.
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Webinar: Insight and analysis for the SE Asia region
Wednesday November 10th, 2021 @ 3PM SGT, Join our Chief Analyst, John Grant, Becca Rowland, Partner, Midas Aviation and our guest panelist Gary Bowerman, Director, Check-in Asia as they discuss: What impact the Delta variant has had in terms of pausing recovery v's other parts of the world? Vaccination rates and the degree to which this unlocks air travel, The current pace of recovery across SE Asia's main countries, Key source markets then and now Is quarantine free travel on the horizon yet, REGISTER TODAY!
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ITE Hong Kong 2026 – The 40th International Travel Expo co-locating with the 21st MICE Travel Expo
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IT&CMA and CTW APAC 2025 – Bangkok, Thailand
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13th Macao International Travel Expo (MITE)- 25April to 27April 2025
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Seatrade Cruise Asia – November 12-13, Shangri-La The Fort. Manila. The Philippines
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