Hot Topics

Working in travel

Hot Topics in Travel

How is the travel industry innovating to stay on top of important issues such as sustainability, diversity, accessibility and the rise of AI?

The travel industry is constantly adapting as new generations join the workforce, employees’ expectations evolve and customers’ travel habits shift. These changes are a direct reflection of the global trends shaping all aspects of our lives. 

From accessibility and diversity to sustainability and the rise of AI, we look at key topics to find out how travel companies are investing in initiatives to lead the way and not just follow the trends.

Sustainability

Given that travel is all about exploring the world, it comes as little surprise that protecting the planet remains at the forefront of many companies’ agendas.

In November 2023, Virgin Atlantic operated the first transatlantic flight using 100% sustainable aviation fuel, marking a milestone in the development of greener options for airlines. Cruise lines are also charting a course to a more sustainable future, as a growing number of ships launching over the next five years (from the likes of MSC Cruises, P&O Cruises and Carnival Cruise Line) will use alternative fuels such as liquefied natural gas, or be able to operate using zero-carbon fuels as they become available.

Tour operators including Intrepid Travel, Explore, Wilderness Scotland and HF Holidays, among many more, have begun publishing the carbon footprint of their trips to help travellers choose those with the lowest environmental impact.

Of course, sustainability isn’t just about cutting emissions – it’s also about supporting communities around the world. Travel agency Travel Counsellors, tour operator Audley Travel and cruise line Ponant are among the growing number of companies setting responsible tourism targets, and a host of awards recognise ethical and sustainable travel practices.

Shannon Guihan, chief sustainability officer at The Travel Corporation, says: “It’s important that we acknowledge the value and privilege of travel and the responsibility that comes with it. In practice, that means we have put in place a strategy and a number of tactics to support the places visited on our tours.”

While great strides towards a more sustainable future are being made, there is still a lot of work to be done. Sustainability-focused roles are cropping up at more travel companies as they seek new talent and fresh ideas to help drive innovation.

Accessibility

Accessible travel has also risen up the agenda as industry-leading organisations recognise their responsibility to reduce barriers for people with disabilities or other additional needs – and as more people with disabilities work in travel companies to drive the change from within. 

Tui has partnered with AccessAble, an organisation that works with disability groups, to create detailed accessibility guides for many of the hotels and resorts it features in its programme. The operator has also added an ‘accessibility filter’ to its website to make it easier for customers to find hotels that suit their needs You’ll also find everything from wheelchair-accessible cabins on the likes of Royal Caribbean’s and Celebrity Cruises’ ships to adapted ski holidays with ‘sit-skis’ for those with physical disabilities. Many family resorts meanwhile offer kids’ clubs geared up for children with autism and other neurodiverse needs. These are all steps in the right direction, but there’s still a way to go until they become truly mainstream.

Phil Thebridge, a recent graduate of University College Birmingham and winner of the Institute of Travel & Tourism student of the year award 2024, has cerebral palsy and dreams of a career in the travel industry (see Q&A, below).

He says there is little support for people with disabilities working in the travel sector and a misconception that everyone who is disabled uses a wheelchair.

He has urged the industry to offer more work experience and internships for people with disabilities so both the candidate and the employer can see if they are a good fit for each other, and for companies to recognise the value disabled applicants can bring to a business. Thebridge adds: “Accessibility and inclusion are starting to come to the forefront of tourism companies’ agendas, so hopefully this means they need more employees with disabilities to advise them.”

Diversity

A diverse workforce breeds new ideas and drives innovation, and a growing number of travel organisations are championing diversity to ensure their workplaces better reflect the modern UK, and ensure that race, gender, sexuality or background are never barriers to a successful career in the industry.

Edwina Lonsdale, owner of specialist travel agency Mundy Cruising, is running a programme for more than 20 Year 12 students that aims to create greater social mobility, diversity and inclusion in the travel and cruise industry.

She says the Compass Project will “bring in a more diverse group at entry level who will act as guides and mentors to a far more diverse group of potential applicants”. Lonsdale adds: “It troubles me that in an industry that is totally focused on building relationships between people, so many actively involved in the UK. industry come from such similar backgrounds. We need new people in the industry to lead and inspire, bringing increasingly rich experiences into play.”

This year, social enterprise Women in Travel CIC added a category to its annual awards event to recognise the businesses and individuals that have made progress in diversity, equity and inclusion (DEI). But Women in Travel founder and managing director Alessandra Alonso says the travel industry is still “woefully underprepared” when it comes to catering for the needs of neurodivergent staff, and a greater focus must be put on harnessing the amazing skills and abilities neurodivergent candidates can offer. She says: “Neurodivergent people are often very creative, out-of-the-box thinkers, so there is a fantastic opportunity for the industry to utilise those qualities,

and it’s important for employers to value and highlight them.”

Artificial Intelligence

AI is increasingly present in our day-to-day lives, with more and more companies implementing new technologies every day. 

High street agency Barrhead Travel, which employs more than 500 people, has incorporated AI within its telephone system. The move aims to improve the company’s customer-facing and back-office functions, as well as offering a way to better direct customer enquiries to agents with the relevant expertise to help them.

Barrhead isn’t the only company using AI to help save time. Expedia has launched a travel planning service powered by ChatGPT, enabling users to start a conversation to get recommendations about places to go, where to stay and what to see and do. Any hotels mentioned in the chat are automatically saved to make it easier for users to pick dates and add on flights, car hire and activities.

Tui also uses ChatGPT on its mobile app, and is training its employees on how to work with the new systems. AI is even being used to protect travel workers. Hays Travel, the UK agency with the most high street stores, uses AI to safeguard its apprentices by identifying key words that might indicate a problem.

It could be easy to think AI might pose a threat to jobs in the future, but experts are convinced technological advancements will in fact lead to further employment in the travel sector. Simon Ferguson, senior vice-president at tech company collective Modaxo, says: “History has shown that technology creates more jobs than it destroys.” For those coming into the industry, there’s no doubt it will shape the way we work.

Improving accessibility

Phil Thebridge is a champion of accessible tourism and recently graduated with a master’s degree in aviation management at University College Birmingham.

He also earnt recognition from the Institute of Travel & Tourism as part of its Future You programme. Here he tells us about accessibility in the travel industry.

Q. How accessible is the travel industry for someone with a disability?

A. The travel industry as a whole isn’t accessible yet. Having said that, parts of the sector, such as airports, airlines and visitor attractions, are increasingly consulting with travellers with disabilities to make their facilities and services more accessible, and specialist tour operators continue to provide holiday offerings to specific impairment types.

Q. How can the industry be fully accessible?

A. The real global challenge for the industry is trying to make the infrastructure across all parts of the tourist’s journey accessible – from ground transport to transport hubs and then the destination itself. In my opinion, the industry can only be accessible if all tourism providers take action across all facilities and operations to make them more welcoming to the varied needs tourists with disabilities have.

Q. What advice would you give someone with a disability considering a career in the travel industry?

A. The travel industry is huge, with a diverse range of roles across the world, so you should definitely find a role that fits your career aspirations, alongside your everyday experience of living with your disability. These opportunities are sometimes hard to find and often involve proactively networking and looking for them – but they are out there, so don’t give up!