At EXPLORE, its annual partner event, Expedia Group presents its three-tier strategy. This aims to redefine its positioning in the travel sector.
This strategy includes a new technology platform called “Expedia Group™ Open World”, aimed at strengthening the industry; a reinvented marketplace that rewards partners delivering exceptional traveler experiences; and a focus on developing technology that provides the right information to increase tourist confidence in bookings.
” We are no longer the same Expedia Group as in 2020, and even less than in 2000, said Vice President and CEO Peter Kern. It references the company’s founding in the late 1990s and the fact that this year marks EXPLORE’s first face-to-face edition since 2020.
“We have spent the past two years reinventing our potential and now is the time to make those changes. Rather than a market that has become commoditized around price, we envision a world where travelers are offered the right choice based on their profile, with transparency around value and expectations. We are delighted to finally be able to share the changes we are implementing to realize this vision. »
A new innovative technological platform
The new Expedia Group Open World technology platform empowers partners of all sizes to configure and operate the products and services needed to succeed within the travel ecosystem. It provides a complete e-commerce offer by integrating modules such as payments, fraud, conversations and services. Each partner will be able to use this to accelerate and optimize their online presence, or even take their first steps in the travel sector.
” Whether you are a bank with a loyalty program, an airline that wants to expand its offer, a travel agent that focuses on specific needs or a TikTok influencer who helps his followers dream of their next destination, the Open World platform accompanies all those who wish to be part of the travel industry. Our platform, combined with the new innovations announced today, is driven by our desire to put travelers first. We sincerely believe that when travelers are satisfied, everyone wins added Peter Kern.
“By helping everyone benefit from our technology and offering, Open World will enable all of our partners to thrive in the travel market with solutions tailored to their needs, all powered by our artificial intelligence and machine learning. says Rathi Murthy, Chief Technology Officer, Expedia Group. ” The choice is also taken into account in our new platform. Partners will be able to choose exactly what works best for them. »
The platform, as it evolves, will become a place where developers, data scientists, marketers and entrepreneurs can create new ways to encourage travel and enable people to travel.
A reinvented marketplace that rewards partners
Expedia Group also announces a redesigned marketplace focusing on the traveler experience. Using a wealth of data, including tourist reviews and customer service interactions, each hotel will receive a new guest experience score. This score will directly impact the search and sort factors that drive visibility in the Expedia Group Marketplace algorithm.
Partners receive personalized information and recommendations, in line with travellers’ expectations, which enable them to improve their customer experience score.
The platform incentivizes partners to deliver better experiences by directing more bookings to those with high scores. Expedia Group thus intends to create stronger and more loyal ties between employees and travellers.
” We are redefining our marketplace around the traveler experience. Customers are looking for the best experience possible, at all price points and at all star rating levels. Our new system will reward partners who prioritize the traveler experience and meet the expectations they set », specifies Ariane Gorin, President of Expedia for Business. ” We want travelers to be fully satisfied, and we also want to make sure partners get rewarded for the experiences they deliver. Our goal is to build trust with travelers. »
New passenger features to enhance transparency and trust
The company is introducing three new features designed to build trust in the travel shopping and booking experience:
– Travel diaries: to enable a better travel planning experience, Expedia Group is expanding travel journals to more product lines. These include everything related to travel, including information on hotels, activities, flights and more. These features allow travelers to check in and reserve items by simplifying interoperability with travel companions. Available this summer on Expedia, with additional interoperability features rolling out later in the year.
– Smart shopping: they make it easier for travelers to compare and choose deals by providing a wider range of options in one place. For hotels, this includes room details, categories and upgrade options. For flights, this includes schedules, layovers, seat selection and baggage check-in. Smart shopping offers travelers more transparency, while partners can generate additional revenue. This feature is currently live for hotels and will soon be available for flights.
– Price tracking: Fare Tracker shows upcoming trends and estimates when it comes to flight searches. It allows travelers to see how flight prices are likely to change, reducing stress and providing the ability to book with confidence at the right time. For the partners, this encourages tourists to consider and purchase flights they otherwise would not have booked. Price tracking is available today on the Expedia app for flights within the United States. It will be extended to hotels later this year.