1. How consumer expectations will shape the future of travel distribution
How technology is helping meet consumer expectations
© 2016 Amadeus IT Group SA
Vadim Besperstov
Commercial Head for Airline Distribution & IT
Amadeus
Liz Emmott
Sales Director, Amadeus UK

2. RESTRICTED
Confidential
A Kodak moment: “Taking a picture of someone at a particular moment that will never be forgotten.”
© 2016 Amadeus IT Group and its affiliates and subsidiaries

3. Travellers are reshaping how travel is bought and sold
“Consumer expectations will spill over from retail into travel distribution.“ London School of Economics
Travellers are reshaping how travel is bought and sold
Personalisation
End-to-end experience
Multi-device search
Social Media
Multi-channel
Total travel experience
Opportunistic
Value
265ced1609a17cf1a a2ad ae8
Comparison Shopping
Digital experience
Simplification
Real-time

4. A shift is needed
Seller-centric
Provider-centric
Consumer-centric

5. The challenge: customers and their expectations
How do they behave?
What do they value?
How do you segment them?
How do you reach them?

6. From direct or indirect to…
*Source: PhocusWright; Amadeus estimates
Travel sites,
OTAs,
reviews,
etc.
Non-travel sites
Organic search
Lead generation,
Paid search
Metasearch
70%
of airline.com bookings are referred by an intermediary*
Social Media
Airline bookings
OTA
Metasearch
Offline TA
Un-intermediated
Intermediated
Airline.com
Call Centre

7. Expanding into the entire traveller journey
Opportunities for travel providers and travel sellers
Awareness and
Demand Generation
Evaluate & retarget
Post-trip
Inspire
Lead Generation
On-trip
Shop At
Airport
Purchase
Book
Pre- & On-trip
service delivery
On way
to airport
/check-in
24-48h
after
booking
48-24h
before
departure 7

8. It’s all about your brand promise… And delivering a unique customer experience
© 2016 Amadeus IT Group SA

9. Amadeus’ vision for travel distribution
Enabling new partnership opportunities through a Collaborative and Connected Travel Community for all stakeholders by…
…enabling the highest yield at the lowest customer acquisition cost for the Travel Service Providers
…aggregating the widest selection of relevant content for the Travel Sellers
Our vision for the future is a content superstore.
GDS content, NDC content, direct connect content – whatever is in the marketplace, we’re building the technology platform that connects travel sellers to consumers.
You deliver the value add – you deliver that customer centricity – advocating and recommending based on your customer insight.
And we’ll provide the technology to be with your customer through every step of the journey.
…becoming a preferred platform for new Technology Partners
…empowering personalised choices throughout the journey for the Travellers

10. Thank you! AmadeusITgroup amadeus.com amadeus.com/blog
© 2016 Amadeus IT Group SA
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