The travel and hospitality (T&H) industries have emerged from a perfect storm of disruption. Statistics such as airlines projected to exceed pre-COVID-19 passenger levels this year indicate that many segments are back in full swing. Travel and hospitality firms are poised to reinvent experiences and become competitively stronger than ever — if they follow the right path. The surge in demand and customers’ changing expectations require these firms to simultaneously scale back up quickly, make key customer-facing and organizational changes, and pivot for customer needs. At the same time, there is significant, mounting pressure to do more with less and innovate in tandem.
To better understand the challenges, priorities, and opportunities facing the travel and hospitality industries in 2024 and beyond, we surveyed 315 enterprise leaders across airlines, airports, hotels, and online travel agencies (OTAs); we also interviewed several executives from these industries. We gained valuable insights into how these firms are reorganizing and emerging from the great disruption while preparing for a strong and lucrative future.
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