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Rafat Ali, Skift | 10 years ago
Hotels
Loyalty program preference comes down individuals and where and how often they travel. Marriott's 3,900 hotels across 18 brands makes it popular with a broad range of frequent and infrequent travelers.
Samantha Shankman, Skift | 10 years ago
It's sensible that guests are happier when they've chosen a hotel based on quality and service instead of price. Hotels across the board should be cautious of following the trend towards service automation.
Samantha Shankman, Skift | 11 years ago
Airlines
Airline passengers are getting used to the new normal: paying extra for baggage and other services, and that helps in the scores this year.
Mary Schlangenstein, Bloomberg | 11 years ago
As the author says, the bottom line on satisfaction is the bottom line.
Skift | 12 years ago
The eternal question for hotel brands: Is the revenue they're getting out of WiFi worth the really bad taste it leaves in its consumers' mouths?
Wifi, like running hot water, is becoming a utility and hotel customers expect it to be free or cheap. And with all talk about bringing in tech in check-in experience, lack of human touch there is most grating, customers say.
Catharine M. Hamm, LA Times | 12 years ago