Latest trends that improve customer experience in the tourism sector

Placing the customer at the center of the strategy has become a necessity for the tourism sector. Therefore, investing in technological improvements that help to achieve a good experience will be a key aspect to face the recovery of this sector with more strength than ever.

Tourism has been a hard-hit sector because of the health crisis. However, the lifting of restrictions and the acceleration of the vaccination process in recent months are driving an early recovery in time for the summer season.

Despite the months of economic losses for the tourism sector, technology has continued to develop at a dizzying pace, with the aim of satisfying a new consumer profile, increasingly digital and difficult to surprise. Therefore, betting on the implementation of technological innovations will be vital to achieve an improved experience, offering consumers more than they expect.

It is important that all those agents involved in the process are aware of the need to offer tourists a good experience, not only during the trip, but throughout the entire value chain, in other words, from the moment the customer seeks information until he enjoys the trip.

Placing the tourist at the center of the strategy becomes a priority for all hotel chains, airports, transportation stations, booking portals, etc. that seek to offer a quality service that generates memorable experiences.

Is there a better way to generate these sensations than by investing in techniques that allow the customer to live a satisfactory shopping experience?

Booking process

Having a website that allows the user to navigate comfortably and quickly, as well as to make a reservation in the shortest possible time, are some of the tips that contribute positively to improving the experience. If in addition to that, the website has a responsive design adapted to multiple devices, the chances of success will multiply.

There are many technological innovations that have emerged over time in terms of travel experience. In fact, there are already several platforms that offer the possibility of booking trips without knowing the destination until hours before boarding. These are surprise trips booked online and offer a personalized service at a relatively low price.


Another of the latest developments in this sector has been the application of biometrics in airports. Recently, biometric boarding has arrived in Spain with the installation of self-boarding gates that allow passengers to board the plane through facial recognition.

Airports are becoming increasingly digital and have a series of technological innovations that contribute to improving not only the quality of service, but also the tourist experience.


The tourism sector has experienced many advances in terms of payment experiences. In fact, there are already hotels that allow you to check in and check out using facial recognition or online, without having to do it in person.

The objective of the application of all these technological improvements lies in making the tourist’s stay as satisfactory as possible, providing greater comfort, and favoring their loyalty to the establishment.

Tokenization brings great value to both hotel chains and customers by simplifying the time of payment. In this way, hotels can charge their customers for the services enjoyed without having to go to the hotel reception to pay. All this contributes to an improved user experience, allowing an almost invisible payment.

But beyond all these services, another technique that contributes to a good customer experience is personalization throughout the entire process.

In some hotels, where their clients are recurrent, a lot is invested in knowing the tourist’s needs to offer suggestions related to their tastes in everything related to excursions, hiring complementary services, etc. Everything is focused on anticipating customer needs and offering them more than they expect, even before they develop that need. Surprising the tourist becomes necessary for all those agents in the tourism sector who seek to retain, build loyalty, and excite their audiences.

In addition to this, there are functionalities directly related to tourism that provide great value, such as Dynamic Currency Conversion, which allows foreign customers the possibility of paying in their local currency, knowing the exchange rate in real time.

From Sipay, a payment services provider that offers innovative solutions, stresses the importance of hotels, airports and other players in the tourism sector investing in technological innovations that offer a memorable customer experience, capable of enduring in the consumer’s mind and that allows them to retain a greater number of customers.

Otros artículos