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How payments are innovating travel

How payments
are innovating
travel

Eric Liebman

Global Head of Travel, Ingenico ePayments

In my previous blog, I looked at customer centricity and the way it’s impacting payments in the travel industry. We can all agree that for any travel company, the customer should always be at the center of their payments strategy in order to provide an exceptional customer experience. But what are the growing trends that are impacting the travel industry?

Increased payments innovations

In recent years, we’ve made vast progress in terms of invisible payments. Remember when Uber made their payments invisible? It was a milestone point for progress in travel payments, and the first real ‘revolutionary’ change to the world of payments.

We’re still referring to that transition today as we consider other ways we can increase the invisibility of travel related payments. It’s these innovations that are driving us towards a future in which we don’t need to carry our payment methods around with us. Our devices, or even our bodies, will act as our payment methods.

Research predicts that by 2022, Americans will be using nearly 900 million voice-activated devices, a 95% increase over the 450 million estimated for 2017. This isn’t hard to believe if you look at the growing popularity of Amazon’s “Alexa” and Apple’s “Siri” - I now have eight Echo’s in my house since the first one I purchased in November 2018!

What’s more, at Ingenico we see a shifting global trend towards doing things intuitively through our devices, such as being able to book a hotel or airline via a voice command. While we may think this is a relatively new trend, online travel booking on the PC was available on the CompuServe network with EasySabre as early as the late 80’s, and the Japanese have pioneered mobile bookings since the 90’s. Really, we are just perfecting those early services with the current mobile technology. 

As a result of this growing trend towards convenience, keeping security in mind, consumers have begun to take advantage of readily available biometrics, such as smartphone enabled fingerprint and facial recognition solutions. It’s not hard to imagine a world where biometrics are widely adopted as the top method for authenticating payments.   

When all these innovations eventually integrate, we will experience fully connected travel, in which the entire travel journey, from the planning stages to the destination, will be entirely seamless. When there is the technology in place to support an entirely frictionless experience, brands will have the information they need to offer personal, contextualized products to travelers.

How will these changes influence travelers’ behavior?

As we move forward in a time in which we can ask questions of inanimate objects, there is an increasing expectation of things happening without any sort of friction. My kids, for example, already expect to be able to book their travel as easily as they can book an Uber or ask for the weather. The act of pulling out a wallet for anything is foreign to them.  

Even when we consider the older generations, who aren’t necessarily the biggest partakers in digital and contactless payments, many of them are just as in favor of the Amazon one click as Generation Z and Millennials.

However, it’s clear that younger generations are much less willing to wait to pay or be interrupted during the process. As a result, it is my view that the travel industry should make steps towards increasingly frictionless and invisible types of payment. As, if given a choice, younger people are much more likely to use services with the payment process they are more comfortable with.

Evolving travel payments

Moving forward, the world of payments is clearly going to continue to shift with the next generation, as younger people expect less and less friction when they make transactions.

So, if businesses want to keep up with the ‘grab & go’ generation, they are going to have to stay up to date with evolving payment types to make payments simpler for the user.

With this aim, Ingenico strives to better understand local payment preferences and help travel companies to provide a fully connected travel experience. A great example, we are able to support local online payment methods all over the globe with our TravelHub solution, offering simple booking experience for the travelers.

 

This article was originally published on blog.ingenico.com. Since February 27, 2020, Ingenico has joined Worldline.