2014 Archives

Airlines don't naturally know how to respond to situations like the missing Malaysia Air flight, but there is a rulebook in place to help them along.

In a few years, the streamlined, cross-platform searching that Hipmunk and Expedia are creating will be taken for granted because any company worth anything will have to offer it. So far Hipmunk Anywhere is more intuitive than Expedia's Scratchpad with fewer clicks or taps, but these are very early days.

Other hotel brands should copy Sheraton's ideas as a way to attract meetings and conventions and build deeper marketing partnerships with local businesses.

Paris-Charles de Gaulle isn't as bad as New York's airports, but it should look to Heathrow and Frankfurt's upgrades, as well as Asian hubs, for clues about what to do next.

These airlines excel at digital customer service by not only answering questions as quickly as customers would expect them in person, but by adding a human touch to a 140-character message.

By creating and branding highly shareable on/off-property events and developing a new concierge platform, Renaissance Hotels is gambling it can be one of the first legacy hotel brands to do experiential marketing on a global scale.

While American Airlines gave birth to the modern loyalty marketing, the game has completely changed as the market of players operating in it has shrunk. The report lays out the ongoing and coming changes in loyalty marketing, and what marketers can do to operate in this new world.

After two years of illness and bad press, the cruise industry is ripe for disruption, but Virgin's drawn-out entrance into the hotel sector suggests we won't see Branson at the helm of any ships for several years.

Geolocation is everything to travel now. From the smartphone in your hand to recommendations based on location coming to you on your desktop, information is tied to real-world locations now in ways that have revolutionized travel.