Video of the week – Expedia’s supplier engagement includes real-time benchmarking data

Expedia ls largely known as a travel mega site where customers can book airfare and hotels, but the company also provides key data to its travel partners to help them make more informed decisions.

Speaking to CAPA TV during the recent CAPA Americas Summit in Denver, Colorado, Expedia VP of transport partner services, Julie Kyse, explained Expedia Partner Central is a tool the company provides to airline and hotel partners to give them access to data to determine how they are performing in Expedia’s sites.

The company recently launched new supplier reports with virtually real time information about how those companies are performing against their competitors, including low cost rivals. That data allows suppliers to “make real time decisions about their competitiveness, and what routes they want to focus on when they’re retailing in Expedia sites”.

There are few discussions about the evolution of the travel industry that don’t include crafting a strategy around technologies such as artificial intelligence (AI) and chatbots. Ms Kyse believes those technologies are key in engaging with the all-important Millennial traveller. Members of that age group are connecting 24/7 she explained, and have “expectations you are going to be flexible and engage with them on their terms, not your terms”.

Millennials are not interested in chatting with an agent in a call service centre, My Kyse stated. Making investments in AI, chatbots and omni channel tolls are tools that help travel supplies connect with Millennials and are “super important, and are going to be a big trend in our industry”.

WATCH MORE… Find out more about the importance of using new technologies to meet the expectations of Millennials, branded fares and ensuring customers make informed choices about products they are purchasing in the exclusive CAPA TV interview with Julie Kyse, VP transport partner services at Expedia recorded on the sidelines of the CAPA Americas Aviation Summit in Denver, USA in Mar-2019.