Let’s think about the connected trip from the customer perspective

It seems like the unintentional theme this week has been all-things-aviation - from connected trips to airline myth-busting.?

Getting us into the air is Filip Filipov , Chief Operating Officer of OAG , who’s enthusiastic about the future of technology in travel, but sees a gap in how the industry approaches the “connected trip.” Speaking to WiT, he noted that while companies focus on selling flights, hotels, and experiences, they neglect the traveller’s perspective, highlighting inefficiencies such as repeatedly providing a passport at hotel check-ins and the lack of proactive offerings like automatic late check-outs.

“We are not doing enough to add value to the consumer,” he says, stressing that artificial intelligence (AI) will play a crucial role in reshaping the data landscape, as the current industry focus remains on retailing and merchandising. OAG itself, Filipov says, has evolved from selling airline schedules to processing four billion pricing points daily, offering valuable data-driven insights for decision-making. “What if AI could provide next-level customer service through an agentic experience that covers the entire customer journey?” Filipov adds. He also praised Booking.com for its early integration with ChatGPT, noting that while it’s unclear whether AI-driven agents will surpass traditional search giants like Google and Meta, the technology is still in its early days and full of possibilities.

Now, with all this talk of flights, you’re probably already thinking of your next trip and wondering when’s a good time to book. Well, Expedia Group ’s 2025 Air Hacks Report, developed in collaboration with ARC and OAG, debunks some of the biggest myths about air travel, with data. Contrary to popular belief, summer isn’t always the most expensive time to fly - June and July are actually the cheapest months, with premium fares up to 15% lower and economy fares 10% cheaper. The report also says that Sundays are the best day to book flights and departing on a Thursday instead of a Monday can also mean up to 15% off on domestic flights and 31% on international ones. Additionally, while many assume booking early always means cheaper fares, the sweet spot for international travel is 61 to 70 days before departure, with savings of up to 8%.

All this goes to show that travel trends are always changing. The report highlights that the price gap between economy and premium tickets has also shrunk by 10%, making upgrades more affordable. Check out more debunked myths here.

Speaking of affordability, AirAsia MOVE ’s transformation from an airline-centric booking platform to a full-fledged OTA is driven by a commitment to customer control and industry collaboration, according to CEO Nadia Zahir Omer . On our latest WiT Studio episode, Omer says, “If we really wanted to thrive in this region, we needed to connect with customers directly.” However, this transition required a mindset shift. “Sometimes AirAsia won’t be the top result [on the platform], and that’s tough for us to accept. But if we want to be credible as an OTA, we have to be fair,” Omer notes. Despite initial skepticism from competitors, she emphasises, “It’s not us versus them. We have to move together.”

“We don’t bid on any airline’s keywords. No other OTA does that,” Omer asserts, arguing that airlines should not have to pay to rank for their own name in Google searches, calling it an unfair cost of doing business. “For every booking we sell, we do commission sharing with hotels,” she adds. Watch the full interview here.

Nadia Omer will be joining us for a one-on-one chat at our very first Travel Tech Thursdays, happening on February 27 in Kuala Lumpur, Malaysia. Get your tickets here.

As for this week’s big announcement, The Global Startup Pitch, organized by WiT, Phocuswright and PhocusWire is returning for its 2025 edition, calling for travel startups across Asia Pacific, Emerging Markets, Europe, and North America. The Grand Finals will take place in person at Phocuswright Europe in Barcelona (June 10-12), with winners earning spotlight presentations at WiT Singapore and Phocuswright San Diego. Entries close on April 15. Sign up and get more details here.

For more news on travel tech in Asia, visit www.webintravel.com

We’re beyond excited for our first event of 2025 – WiT Africa in beautiful Cape Town, South Africa. Get your tickets and join the conversation!

Have a good weekend, everyone!