Ursula Silling and Carl Michel talk about travel in the post-pandemic era, the impact of changing customer behaviour, digital and personalised experiences, more conscious travel decisions, sustainability and what it means different modes of travel and transport.  

Some key thoughts and questions tackled include: The habit of repeat purchase is lost, as most aviation and travel stakeholders are not used to engaging their customers beyond the travel experience. Will people be ready to pay more for sourcing local food or more sustainable products? Will people feel guilty to fly and avoid medium and long-haul traffic more? How will the latest innovations to fly more sustainably develop? What share of business travel is going to be replaced with virtual meetings. 

Loyalty, personalisation and customer experience will become more important, as how to engage customers beyond the travel experience. How to tackle skill gaps and how to get the right people in terms of digital, true retailing and customer engagement. And how to deal with the ever more dynamic behaviour and a real-time - everything, everywhere, now - world. How to differentiate and achieve stickiness.