As a result, mobile is going to play an increasingly central role in the travel industry in the next few years, in terms of both customer service and bookings.
The mobile channel has transformed travel consumer behaviour in the sense that consumers are today connected to the internet throughout their journeys, and as a result they expect assistance, service and the opportunity to make additional purchases during their trips and through their mobile devices.
To answer this change in consumer behaviour, companies need to focus on the time after the booking and throughout the travel experience in terms of both service and sales.
