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EXECUTIVE SUMMARY (2/2)
• Digital tech is increasingly important | Digital technologies increased or not changed
in importance for two-thirds of respondents
• Streamline my booking journey but don't automate me | Far more adoption and/or
interest in technologies that streamline customer journey than for automated
customer interactions, but Middle East consumers interested in all technologies
• AI for planning and researching | Consumers are currently using AI for several tasks
related to planning and researching their trip
• Physical travel agencies don't look like coming back into fashion any time soon |
Decline in importance of travel agencies accelerating, with some exceptions in the
Middle East
THE DIGITAL FUTURE
SUSTAINABILITY ATTITUDES
• Sustainability is more for the young and better off | Just over one-third of consumers
more likely to factor sustainability in travel choices, with those aged 18 to 34 and/or
with higher income most likely to prioritise it
• Unwilling to pay for sustainability | Consumers, however, are still less likely to actually
undertake actions that are more sustainable, with greater aversion to those with higher
cost impacts
• Unless it saves me money | Actions directly costing consumers more money are less
palatable than January 2023, while those that save money have become more likely
• Younger consumers | Are more likely to research policies, pay more, pay to offset
carbon, and change mode of transport, but most actions are still net negative overall