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Travel Loyalty Report

A wake-up call for sleepwalking loyalty programs

Expedia Partner Solutions and Points carried out a benchmarking survey to assess the state of customer loyalty in the travel industry.

The survey results uncover overlooked opportunity areas that most businesses are failing to identify. Wake up to the report insights and give your customer loyalty a real boost.

Factors that most impact loyalty


Quality of offering

But only half were actively improving product range and customer experience


believe improving the breadth of product and service offering is "effective" or "very effective" in promoting loyalty, but only...


said they were taking steps to improve their breadth of product and service offering.

"It’s one thing to get a piece of information that a traveler really likes a certain type of pillow, it’s another to make sure when they arrive that pillow is in their room."

- Stuart MacDonald, Vice President & General Manager, Points Travel

Download the full report to learn:

  • The changes in the booking behaviour and the dissatisfaction that is causing hotel leakage
  • The critical factors to meet the traveler’s needs: choice, rates and availability
  • What industry leaders are doing to close the gap, and how corporates and travel management companies can give travelers a better experience