By prioritising consistency across every interaction that your customers have with your brand, your business will benefit from both a financial and reputational perspective. In fact, research shows companies that present their brand consistently across every touchpoint enjoy a 23% increase in revenue.

In this article, Jerry Angrave (Founder and Managing Director of empathyce) lends his expertise to the customer feedback process for airlines; highlighting the opportunities presented by sites like TripAdvisor and Skyscanner, and why now is the time to get the customer experience right.

IATA has created a great interactive map, showing the travel regulations for every country in the world. It is a fantastic resource, but it highlights just how different travel restrictions around the world are and makes us think – how on earth can passengers be expected to get their heads around all this?

A year ago we would look at where we wanted to go, book the flight, and nine times out of ten we’d get there as planned. Fast-forward 12 months and booking a flight feels uncomfortably similar to placing a bet, with the odds changing day-to-day.

A report by Forbes last month ranked the best and worst airlines in the U.S. based on their response to the COVID-19 crisis. The categories included in the review were cleaning, ticketing, loyalty, and overall, and one carrier that consistently stood out as a top performer was JetBlue.

With digitally savvy consumers that expect convenience at the touch of a button, businesses are shifting away from single to multi-use apps. So, what do these super-apps mean for travel companies and how can they keep up with this growing trend?

After many months of hard work, it seems like some travel companies are emerging on the other side of COVID-19 and approaching a state of recovery. We wanted to celebrate some of the positive stories that we have seen from some of the world's top brands driving recovery for the travel industry.

As its passenger and fleet numbers grew and operations became more complex, SWISS knew it needed to further advance and align its digital services and internal strategies to maintain the high-quality, individual customer care it aims to provide as Switzerland’s national airline. This case study illustrates some of the solutions...

As travel companies around the world have reacted to the biggest crisis the industry has ever known, we have started to see some incredible innovation and success stories. On our Recovery Hub we're gathering the best examples of innovation shown by the travel community.