According to Travelport, research of 11,000 travelers across 10 countries found that the travel industry can boost the global recovery by resolving the four trust gaps identified by consumers.

In detail, the two most essential aspects in increasing consumer trust in travel agencies and travel suppliers, such as airlines, are having ‘no hidden costs (55 percent) and ‘fully flexible or refundable products' (45 percent ).

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  • Price Transparency

The two most important factors in building consumer trust in travel agencies and travel suppliers, such as airlines, are having ‘no hidden costs (55%) and ‘fully flexible or refundable products’ (45%)


  • COVID-19 Health & Safety

The majority (56%) of travelers that participated in the study said the travel industry has done well in implementing COVID-19 health and safety measures. However, around half said they would like more reassurance on how robustly some measures are being enforced, in particular, improved air filtration, social distancing, and managed to board and queuing.


  • Data Privacy

When it comes to using the information to personalize experiences, travelers said they are most comfortable with companies using data that they have actively shared with them through one-to-one conversations (46%), past booking behavior (46%), and loyalty activity (44%).


  • Information Credibility

According to the research, the most trusted sources of travel-related information that travelers use when researching a trip are those perceived to have aligned interests: friends and family (67%) and review websites (50%). Also, customer ratings (54%) and written customer reviews (51%) are among the most trusted

Source: Travelport 


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