American Express Travel Marks 100 Years of
Service by Celebrating Journeymakers
It’s not always about having an app for that! While today’s
technology is making travel easier than ever, new research from
American Express Travel, which marks its 100th anniversary this
month, reveals that future travelers will tap into both high-tech
options and high-touch human service in order to achieve the
ultimate travel experience. Ninety-three percent (93%) of travelers
said that despite digital advances in the travel industry, the
value of personal service cannot be replaced. Additionally 83% of
Millennials place a premium on personalization and are willing to
have brands track their habits in exchange for a more bespoke
experience.
To download the research report, click here.
“Increasingly, travelers want to see the world on their terms
with tailored, personalized and differentiated experiences that
reflect their passions and needs,” said Claire Bennett,
executive vice president, American Express Travel. “The
boundaries between technology and personal service are being
blurred, allowing more intimate connections for travelers with the
world around them. This presents travelers and our industry with
innumerable opportunities for partnerships to make more memorable
journeys possible.”
Placing a High Value on ExperiencesThe recent study,
which surveyed more than 1,000 consumers on their attitudes toward
travel, found that people are placing an even higher premium on the
experiences they enjoy through travel:
- 82% said they are more interested in
making memories than making money;
- 85% say they plan to travel as much, if
not more, for leisure in the next five years; and
- 91% would rather focus on meaningful
life experiences over their profession.
Personalized Planning: Where Human Touch and High-Tech
MeetWhen it comes to planning an epic adventure, travelers have
a me-centric mindset and want to be involved in all aspects of the
trip — from preparing an itinerary to documenting and sharing their
experiences with others. In addition, travelers are not looking for
a cookie-cutter experience: the vast majority of respondents (85%)
said that a customized itinerary is far more appealing than a
pre-packaged one, and 72% would spend more time planning a trip
that is tailored to their interests. Additionally, 90% of
respondents say they appreciate the efforts of a travel
professional to customize an experience based on their
preferences.
Human Touch is IrreplaceableContrary to the perception
that technological advances can replace human customer service, the
study’s results show that the personal touch remains critical, with
93% saying they feel the value of personal service cannot be
replaced despite digital advances in the travel industry. This is
especially true for moments when something goes awry. Eighty-nine
percent said they also want human assistance for cancelled flights
or lost luggage, and 53% said they want it for getting an insider
scoop on a destination.
Where Technology TriumphsTravelers do note, however, that
they prefer to use technology for certain aspects of their
trip:
- When it comes to booking flights and
hotels, 76% of respondents said they turn to technology;
- 73% noted they will use the Web for
researching places to go for leisure travel
- 60% will use tech features to check in
to flights or hotels and
- Nearly half (47%) of respondents and
65% of Millennials say the ability to share their travels
experiences on social media adds to the enjoyment of the trip.
Celebrating “Journeymakers,” The People Who Make Great Trips
PossibleAs evidenced by this new research, high-touch personal
service will be a critical component of the optimal travel
experience, which is why, as part of its 100th anniversary
celebration, American Express Travel is launching a new campaign
celebrating Journeymakers – the travel service professionals
whose commitment to human connection and service help make travel
more memorable.
American Express Travel has created a digital experience at
www.journeymakers.com where consumers are invited to share their
own stories and recognize the Journeymakers they have met through
their travels. Travel partners, such as Delta Air Lines and
Starwood Hotels & Resorts Worldwide, Inc., are also
participating by sharing their own stories on the Journeymakers
hub. The platform also lets travelers show their appreciation by
sending a personalized, printed note to a Journeymaker, which will
be delivered to the Journeymaker by using a map technology powered
by TripAdvisor. Additionally, visitors are encouraged to share
their Journeymaker moments with a social postcard that can be used
on their own social media platforms.
“We want to bring together everyone – our colleagues in the
industry, consumers, anyone who is passionate about travel – to
celebrate together the people who make great travel experiences
possible. As a travel service provider who has the privilege of
celebrating its 100th anniversary, we have always believed that
connection is at the heart of travel,” added Bennett.
Where to Next? Special Deals and OffersAmerican Express
Travel will be offering special experiences for select destinations
and other travel discounts beginning July 13 through August 31 as
part of its anniversary celebration. Visit
https://www.amextravel.com/hotel_offers/experiential to be inspired
on where to go – and what to do – next.
About American Express
TravelAmerican Express Travel is a global full-service
travel and related lifestyle services provider. For nearly 100
years, American Express has helped those who love to travel
customize and elevate their trip experience through world-class
service, exclusive programs and premium benefits. Customers have
many options for accessing these services and can travel with
confidence by having support from American Express whether booking
online at www.amextravel.com or speaking with travel and lifestyle
experts on the phone or in retail locations.
About American
ExpressAmerican Express is a global services company,
providing customers with access to products, insights and
experiences that enrich lives and build business success. Learn
more at americanexpress.com and connect with us on
facebook.com/americanexpress, foursquare.com/americanexpress,
linkedin.com/companies/american-express,
twitter.com/americanexpress, and youtube.com/americanexpress.
Key links to products and services: charge and credit
cards, business credit cards, travel services, gift cards, prepaid
cards, merchant services, business travel, and corporate card.
About the Survey
MethodologyThe American Express Future of Travel survey
was completed online by 1,007 U.S. consumers who have traveled for
leisure at least 2 times in the past 5 years. The survey was
conducted by The Futures Company between May 26 and June 3, 2015
and the results reported in this release have an overall margin of
error of +/- 3.1 at the 95 percent level of confidence. While this
report focuses on the U.S. results, data was also collected in the
U.K., Mexico and China.
About the Futures CompanyThe
Futures Company is a strategic insights and innovation consultancy
with a mission of unlocking new sources of growth for our clients.
We marry human & cultural insights with growth and innovation
strategy to drive more powerful connections with people &
culture while unlocking opportunities that can drive business
growth. Learn more at thefuturescompany.com.
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version on businesswire.com: http://www.businesswire.com/news/home/20150709005845/en/
MEDIA:American Express TravelTracy Paurowski,
347-673-9975tracy.j.paurowski@aexp.comorMMGY Global for American
Express TravelNick Schweers,
646-442-6772nschweers@mmgyglobal.com
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