Every sector of the travel industry has had to develop new strategies for success due to the pandemic. Technology has been especially crucial for the airline industry as it aims to provide a more personal and safer customer experience. These high-tech innovations also help travel advisors sell air travel.Technology has made it easier for travelers to travel safely and more efficient. Andrea Norfolk, president, Shoreline Destinations, Finksburg, Maryland. We were pleased to see that airlines quickly adopted technology such as temperature checks and cleaning with electrostatic sprayers. They also updated the use of filtration system, added touchless check-ins, and updated the use of filtration. These changes have made flying safer and helped to reduce the risk of COVID-19 spreading.Clear communication channels are crucial in times like these, says Carla Passage (director of air and hotel technology and air supplier relations, and service team, Ensemble Travel Group). She says that airlines have done a great job in pushing SMS and email messages to travelers about what to expect at the airport, and onboard. They also expanded the capabilities of their mobile app to enable for a more contactless experience, which is likely to be the future of travel.Vesna Mojas is the director of air operations at The Travel Corporation. She oversees 40 brands including Trafalgar and Uniworld. She says technology is helping travelers navigate the many rules and regulations of different countries and states.Shoreline Destinations Norfolk is in agreement about the importance of technology in keeping advisors and travelers informed. She says that the cancellation and change policies are the biggest problem we have seen with booking airfare. It is still fluid and airlines are always updating their policies. Airlines are sensitive to the needs of travelers and offer flexible cancellation and change policies. The policies of airlines in relation to COVID-19 are available on the airline's website. This allows consumers to stay informed and travel agents to be updated. This allows us to quickly check the policies and advise clients if there will be cancellation or change fees depending on the destination.Norfolk says that airlines that can simplify and streamline the travel experience are well-positioned in today's market. She says that United Airlines is delighted with the partnership it has formed with the Hawaiian Islands. United Airlines customers who have passed a negative COVID-19 screening can now show their results prior to boarding. This will allow them to save time and avoid the lengthy document screenings upon arrival. Many of our clients have decided to travel to Hawaii this summer. This is an excellent example of how technology can be used by airlines to reduce the time it takes to check in at their destination.Airline Technology and Travel AdvisorsTravel advisors are the first to adopt and make use of new technology as the airline industry develops it. Their knowledge and experience with new technology in the airline industry can have a significant impact on the decisions made by their clients.According to Norfolk, we are seeing more people come to us who have never used a travel agent before. Many people are looking for advice from someone who is knowledgeable about new travel protocols. This includes the airline industry. Our clients first came to us before COVID-19 for advice about their destination. We are now being asked for more recommendations about which airline to use.She adds that airline technology is constantly changing, so we share the most recent airline updates with clients. This gives them confidence and offers them a service they won't get if they book direct.Norfolks Agency uses a variety methods to inform clients about the most recent airline technology and how it feels to travel. She explains that our clients trust us to inform them about the safety features of each airline. Our advisors have been on the road for five months and we have shared our travel experiences with our clients via social media. We have taken photos, shared updates, and detailed how our experience was right from the moment that we arrived at the airport. We also sent out newsletters to COVID-19 clients, explaining what we saw and what airlines are doing to make travelers feel more secure.Passage says that this combination of professional knowledge and first-hand experience has increased the value of travel advisors' services. She says that travelers affected by the pandemic realized how crucial it was to work with a travel agent. Many agencies used this time to learn about all aspects of travel. They also sold ancillaries through the reservations system and airlines portals.Passage suggests that travel agencies look into how airline technology could help them improve their bottom lines. She says that agencies are seeking out alternative booking options in an effort to reduce costs. Agents are looking at how much it costs to train new agents and how long it takes to use the traditional reservation system. They also consider whether they can book online with an agency, usually for consumer bookings. During the pandemic, more airlines introduced portals for travel agents. This allows agents to access the most current information, including policies, ticketing, specials on airfare, destination information, COVID testing requirements, and much more.Passage suggests that advisors encourage their clients to share their experiences with airlines to ensure technology advances in a way that improves the lives and quality of air travel. She says that travelers need to be able to travel from one point to another. It is not common for them to think their experiences could be beneficial to others, or realize that they are data that the airline uses in order improve its processes. It is best to communicate with clients after a trip, or to send them a welcome email. In this email, you can include contact information for the airline.Mojas says that no matter what technological breakthroughs the airline industry might unveil, advisors will continue to play a central role in making air travel more accessible for passengers. She says international travel will be stressful due to codeshare airlines and transit airports having different testing requirements. Advisors can help ensure that their customers have a pleasant journey.
