Working in travel
Talking points in travel
Accessibility, diversity and artificial intelligence are a few of the hot topics shaping the future of travel â how is the industry addressing them? Andrew McQuarrie reports
The travel industry is among the most important sectors for the global economy, as well as being one of the most dynamic. It is constantly looking for fresh ideas and groundbreaking practices to improve life both for travellers and those working in the sector.
Here, we take a look at some of the key topics being actively addressed by the industry, including accessibility, workplace diversity, neurodiversity awareness, the rise of new technology and the potential impact of developments in artificial intelligence.
Accessibility
More than 16 million people in the UK have a disability â nearly one in four of the population â so the market for accessible travel is huge. Industry leaders are increasingly speaking about the need to ensure it is better served both at home and abroad.
Barcelona and Amsterdam are among the destinations that have been praised for their efforts on accessibility. For instance, the Catalan capital helps people with visual impairment to access metro and bus services through the NaviLens app, while the Rijksmuseum, the national museum of the Netherlands, is fully wheelchair accessible.
Yet some of the biggest hurdles facing travellers with disabilities still come at airports and on aircraft. The UK government recently convened a group of industry experts to put forward suggestions on how the aviation sector could improve its record on accessibility. Recommendations covered training, communication and the use of appropriate equipment.
Travel agent Jon Fletcher, founder of accessible travel specialist The Wheelie Good Travel Company, who contributed to the groupâs final report, has submitted a petition calling on the government to ensure that the recommendations are implemented as quickly as possible.
The cruise industry has been praised for its efforts on accessibility, with lines including MSC Cruises and Royal Caribbean International installing more accessible rooms than ever on their new-build ships.
Diversity
Many travel companies have become more vocal about the need to ensure their workforces better reflect the diversity that exists in the UK and the wider world. Virgin Atlanticâs âBe Yourselfâ manifesto outlines the airlineâs desire for its staff, customers and industry partners to âproudly be themselves, regardless of gender, background, beliefs, race, physical ability or who they choose to loveâ.
The Cruise Career Springboard, a programme founded by Edwina and Matthew Lonsdale of Mundy Cruising to encourage greater social mobility, diversity and inclusivity in the cruise industry, recently concluded its third year with 36 students from three colleges. Andy Harmer, UK and Ireland managing director for the Cruise Lines International Association, an organisation that represents cruise lines and the frontline agents who sell cruise holidays, says the initiative highlights that the cruise sector is a âgreat employerâ.
Amid such positivity, however, shifts in the political and global climate have also had an impact on the travel industry, according to the managing director and founder of Women in Travel and the International Women in Travel & Tourism Forum.
Neurodiversity
It has been estimated that around one in seven people in the UK is neurodivergent, a term describing a brain that functions and processes information differently from people who are neurotypical. Neurodiversity spans a range of conditions, including autism, dyslexia, dyspraxia and ADHD.
Tui has given neuro-inclusive training to more than 2,500 of its customer-facing employees in the UK and Ireland. This is part of the tour operatorâs wider aim to make holidays more inclusive for neurodivergent customers. For example, the company has worked alongside neurodiversity experts to ensure its kidsâ clubs are places where all children feel safe and supported.
âWeâre training our teams, adapting our spaces and embedding inclusive practices that will make a real difference to families travelling with neurodivergent children,â says Tui UK and Ireland managing director Neil Swanson.
âIn addition to this, the introduction of sensory rooms at our Tui Blue hotels in Cyprus and Ibiza has proven popular with guests of all ages â and this is just the beginning.â
Hays Travel agents in Northern Ireland last year raised more than ÂŁ18,000 for Autism NI. Sorcha Mathews, the charityâs corporate fundraising manager, says the funding supported the ongoing needs of 35,000 people with autism in Northern Ireland. She adds: âIn particular, Hays Travel directly funded free autism support courses for parents and provided hundreds of early-intervention sessions for families. The support has also funded the Autism NI helpline service, which supports more than 8,000 people a year.â
Technology
Advances in tech are leading to shifts in how the travel industry operates, from changes that travellers may notice when they book or as they travel through an airport, to less-obvious upgrades in the software that powers travel systems.
The latest airport scanners mean the end of âtiny toiletriesâ is on the horizon, while wearable technology such as Princess Cruisesâ âMedallionâ is helping passengers to complete boarding faster and forgo the hassle of finding room keys or paying for drinks at the bar. Some companies are also talking up the potential of extended reality (XR), among other developments.
XR, which includes virtual reality, mixed reality and augmented reality, has the potential to give travellers a chance to explore a destination before they book, which could lead to a significant shake-up in the travel planning process.
Artificial Intelligence
AIâs rise has come with warnings that it could spell the end of many jobs in various sectors, including the travel industry. ChatGPT and Googleâs new AI Mode are among the tools enabling travellers to access information they would previously have relied on travel agents to supply.
Yet numerous travel leaders insist they see the future as offering a people-first approach that draws on AI to improve experiences for staff and customers alike. In an opinion piece for industry news magazine Travel Weekly, Jacqueline Dobson, president of Scotland-based travel agency Barrhead Travel, said: âIâm full of optimism about our future, even as the booking process evolves. No matter what comes next, it will always be people who make our industry resilient, relevant and remarkable.â
Similarly, Lee Haslett, chief commercial officer for cruise company Celestyal, which specialises in sailings in Greece and the Arabian Gulf, forecast a strong performance for travel sellers as he celebrated the companyâs first high street shop. He said AI had brought âhuge benefitsâ for Celestyal, including the automation of time consuming tasks, but added that personal relationships will remain a vital factor in a world increasingly dominated by technology.
Photo Credits: Shutterstock/Ihor Koptilin, 24K-Production, Tada Images, Trzykropy Shutterstock/Veja, Ivan Cholakov, Kinga; will amlot, Shutterstock/Frame Stock Footage, Kaspars Grinvalds, MONOPOLY919; Kerrie Mitchell Photography; RivieraMayaWeddingStudio