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Amadeus on how tech can help reassure customers

Clare De Bono
Clare De Bono

A new Amadeus report reveals the importance of technology in offering transparent information to clients during the pandemic. Abra Dunsby reports. 

With the coronavirus pandemic greatly denting customer confidence, to win back consumer trust travel companies must ensure they are clearly communicating information about how travellers can holiday safely.

Those were the words of Clare de Bono, head of business transformation for retail travel agencies at Amadeus, who was speaking about the role of technology in recovery from Covid-19 at ITT’s virtual conference on 30 September.

De Bono presented the findings of a new study by Amadeus, “Destination X: Where to next?”

The report, which surveyed 8,500 travellers globally, revealed that safety is of utmost importance to travellers, with 59% of those surveyed saying that they must know what what is being done to prevent the spread of the disease by airports, airlines, and hotels.


In addition, 34% of respondents said it was “somewhat important” to know what hotels, airports and airlines are doing to keep customers safe, making safety important to a total of 93% of those surveyed.

De Bono believes technology will play a major role in instilling customer confidence when travelling, adding that both Iata and the World Tourism Council had recently produced papers saying they expect technology to be “an enabler" to travel.

Here are some practical examples from de Bono’s seminar session of how travel companies are using technology to reassure customers about the travel experience:

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