American Express Customers Describe “The Future of Travel”
The future of travel lies in allowing technology to handle the routine elements, and a human being to deal with the emotional highs and lows, says a report issued yesterday by American Express Travel.
Across four continents—in the United States, the United Kingdom, Mexico, and China—majorities of travelers prefer to book and check in online (in the U.S., 76% and 60%, respectively). But even higher numbers want to speak to a human being when something goes wrong or when they need a recommendation for something special (89% and 69%).
Interestingly, nearly half of U.S. respondents (45%) said they would travel more if they received more personalized service during their travels—and the number rose to 60% among Millennials.
