IN Expedia Group it has been gone for two years, according to the company’s deputy chairman and CEO Peter Kern, who appeared on the board at the time in 2020 to replace former CEO Mark Ockerstrom.
At Explore’s annual partnership event, Expedia Group unveiled a new three-tier strategy designed to serve its partners, travelers and industry, including a new technology platform called Expedia Group Open World and a system that rewards hotels to provide a better guest experience. .
“This is not the Expedia Group we were two years ago, let alone two decades ago,” Kern said.
“We’ve spent the last two years rethinking our potential and decided it’s time for much-needed change. Instead of a market that has become a commodity around price, we envision a world in which passengers are offered the right option for their needs, with transparency about value and expectations. We are excited to share the ways we bring it to life. “
A key feature of the new vision is the redesigned market, which rewards hotels that provide the passenger experience.
Using data alerts, including passenger feedback and customer service interactions, hotels will receive a guest experience rating that will directly influence search and sort factors that stimulate visibility in the algorithm in the Expedia Group’s market algorithm.
Partners will receive insights and useful recommendations to improve the results of the experience of their guests in accordance with the expectations of passengers. By implementing this system – through which partners who provide better experiences gain a position for more bookings – Expedia Group expects better links between partners and passengers and greater long-term loyalty of passengers, a priority that Kern has identified more. earlier this week in the company’s revenue statement for the first quarter of 2022
“We are redesigning our market around the passenger experience. Travelers are looking for the right experience at all price points and all star rating levels. “Our new market will reward partners who put passengers’ experience first and meet the expectations they have set,” said Arian Gorin, president of Expedia for Business.
“We want passengers to have great experiences and to make sure that the partners get credit for the experiences they deliver. Our goal is to build trust with travelers. ”
According to Clayton Nelson, vice president of strategy and transformation at Expedia Group, the company has vast amounts of data – including on accommodation, cleanliness, communication, cancellation, etc., not just user feedback – to inform guests how the property is going.
The end-to-end results provide an “incredibly rich picture of what the experience looks like,” Nelson said. “Over time, we will engage and share more of these signals with partners and expose them to passengers. [through the guest experience score]”
“At a very high level, we want to be fair,” he continued. “We have processes in place that allow for justice.”
As the market grows, Nelson says, the Expedia Group will provide additional programs – including access to members with a higher level of loyalty and additional tools that “partners have been waiting for” – exclusively for hotels with excellent features.
The result of the guest experience will be visible to passengers in the coming months with plans to introduce other business lines later in the year.
Also announced today, the Expedia Group Open World technology platform was created so that partners can use and configure products and services.
It contains a whole package of e-commerce with components such as payments, fraud, calls and services that partners can use to improve their business. It is also designed for anyone who wants to enter the tourism business.
“Whether you’re an award-winning bank, an airline looking to expand its offering, a dedicated travel agent focused on unoccupied travelers, or an influential person at TikTok who helps the world dream of their next destination if you want to be in “Traveling the Open World business platform can help anyone succeed,” says Kern.
“By helping everyone benefit from our technology and supplies, Open World will enable our new and existing partners to thrive in the travel market with a range of solutions tailored to their needs, all powered by our vast artificial intelligence and machine learning opportunities, ”says Rati Murtie, CEO of Expedia Group.
“The choice is also taken into account in our new platform. Partners will be able to choose exactly what works for them. ”
In addition, Expedia Group has introduced three new features designed to increase confidence and confidence in the shopping experience and travel booking.
Features include expanding Trip Boards, which serve as a starting point for all components of the trip, including hotels, activities and flights, to more product lines. Vrbo Trip Boards will start this summer on Expedia.
Meanwhile, the smart shopping feature will make it easier for passengers to compare and choose from a wider range of available options, such as hotel room attributes and upgrades, as well as flight times, stopovers and seat choices, giving passengers more transparency when shopping and partners more opportunities for additional income. Smart shopping is now live for hotels and soon for flights.
Finally, the price tracking feature shows past trends and future flight search price forecasts, allowing passengers to see how their flight prices may change and encourages them to consider flights they might not otherwise book. The feature is currently available in the Expedia on-site sale in the United States for flights and will be extended to hotels later this year.
One year ago, Expedia Group updated its main brand, Expedia.com, with an updated app and website, consolidated booking flows, travel planning features, product packages, insurance and more. These efforts and today’s announcements are linked to Kern’s initial statement about its intention to make Expedia Group the best travel technology platform in the world. Period.”
* The presence of reporters at the event was supported by Expedia Group.