Key steps to promote travel recovery

The tourism industry is at a standstill. The COVID-19 pandemic has had a dramatic impact on the sector, as blocking measures to prevent contagion have halted almost all travel activity. As we begin to prepare for the new normal and borders begin to open, we as an industry need to ensure that we balance health and safety measures with ease of travel.

We are closely analyzing and monitoring the situation and have identified the key trends that will be critical in helping the industry meet those two demands. Some of them will become a standard and others may be short-lived, but the industry will need to adopt them to help recovery.

1. Updated information and resources. Throughout the pandemic, understanding what was happening and also what each country or region was doing has been key. Now it will be crucial for travelers to have the latest and most up-to-date information at their fingertips. From the time travelers start to think about their next trip until arrival at their destination and then return home, travelers will need to know what the situation is at their destination, any special measures they may have to take, and trip they should know. Therefore, travel agencies and travel providers must ensure that they have the necessary tools to be in permanent contact with their clients and to be able to provide them with reliable information.

2. Social distancing. When you think about airports, one of the first images that comes to mind is the seating areas full of travelers waiting to know their departure gate or just hang out until they can get on the plane. These images are memories for now. Social distancing will be normal at airports, both in terms of leaving empty seats between travelers and separating queues. Similarly, some airports are already limiting the number of people allowed on the premises and prohibiting companions in the departure lounge. We should also expect this in stores, hotels, and other areas throughout the passenger journey. Airlines and rail companies are also considering leaving some empty seats among travelers, or perhaps offering those seats for sale at a discount while demand remains low or the number of passengers remains less than habitual.

3. Automated sanitary controls. It is still early days, but some countries are already starting to carry out rapid and automated health tests at airports, some as simple as taking the temperature of travelers and others more sophisticated such as thermal imaging. This could increase travel time through the airport and make passenger traffic more complex, as well as having implications depending on the rules of each destination. Airports and airlines will have to adapt logistics and protocols to incorporate them into their day-to-day operations, while travel agencies will have to address travelers' expectations and inform them of new protocols at each destination.

4. Improvement of digital identification. We hope that the impact of the COVID-19 pandemic will massively accelerate the current application of biometric-based technology for passenger processing in border control, security, and boarding gates.

Non-contact face, iris, palm vein, voice and fingerprint recognition is expected to increase for identity verification, access control, payments and transactions, due to benefits in terms of hygiene and precision, low maintenance and increased safety. Some governments are also considering introducing an immunity passport. This creates a new opportunity for travel brands to differentiate themselves, while increasing traveler confidence.

5. Crowd management. Businesses and stores are equipping existing cameras with Artificial Intelligence software to track social distancing and face mask use, in an effort to comply with new protocols and ensure consumer safety. Hotels and other accommodation, as well as airports, may have to adapt to these new requirements.

6. Virtual experiences. The use of Virtual Reality headsets to play video games has increased during seclusion, and can now also be used to explore virtual travel destinations and obtain human interaction through VR social platforms such as Rec Room, AltspaceVR, Bigscreen and VRChat.

Some travel-related startups have already started offering virtual experiences, online sales, training sessions or webinars, among other alternative services. The gaps in service that became apparent with the COVID-19 crisis are being filled with startups dealing with meetings and events delivering food, health and wellness applications, and also bringing new opportunities to industry players. of the trip, since these experiences can take place virtually, online through videoconferences or regular 360-degree videos, depending on the exact service.

7. Robot Powered Services As a general trend, we could expect to see more brands investing in automated services and robot deployment, specifically because we now see robots leaving the warehouse and factory for the outside world - helped by the fall in hardware costs and the rise of 5G networks.

In China, for example, robots are helping patients navigate hospital departments, check temperatures, transport medical samples, dispense hand sanitizer, spray disinfectant in homes and businesses, and clean the hospitals. Healthcare robots are also being increasingly used worldwide and are becoming more involved in patient care. Can you imagine something like this happening at a travel agency, a hotel or an airport?

8. Hygiene and sanitation will be equally crucial. To regain the trust of travelers, companies will need to ensure an improved and automated healthcare infrastructure. An example, already in production, is Hong Kong International Airport, where the latest disinfection technologies are being applied, including disinfection channels, antimicrobial coating, and autonomous cleaning robots to protect passengers and COVID-19 airport staff. It has also started using three autonomous robots to clean public areas and restrooms. Each smart sterilization robot, built by TMiRob, flashes ultraviolet light and sprays a disinfectant to clean surfaces.

Hygiene will also be crucial for hotels. They need to ensure that disinfection plays an essential role in maintaining the stay. This includes using the proper disinfectants in guest rooms, public spaces, and when washing sheets, as well as making sure staff receive the proper personal protective equipment and follow specified procedures to stay safe. And they need to give guests confidence accordingly from the reservation process.

These are the trends that are already emerging, and that all of us as part of the travel industry need to consider and adapt. Many more trends and new behaviors will emerge as the situation recovers, and we will continue to analyze them and support our clients to adapt to them.