Connecting with the customer - How airlines must adapt their distribution business model

Three global trends are reshaping travel distribution business models and threaten to weaken the connection between airlines and their customers. These trends are: shifting customer behavior on both retail and business sides, changing dynamics within direct and indirect sales channels, and the rise of digital technologies. The consumer trends involve an increasing use of online channels for search and booking, the use of multiple devices, and the growing popularity of social media. Meanwhile, changing dynamics within direct and indirect sales channels — online travel agents, traditional travel agents, and travel management companies — offer opportunities and pitfalls for airlines.




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Adriana Rodríguez Adriana Rodríguez
Líder de Trasportación y Logística
Tel: 01 55 5263 6000
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