The tourism sector is modernizing to comply with the digital buyer – 07/08/2022 – Tec

Tourism firms are utilizing the lifting of pandemic restrictions to speed up the digitization of their gross sales channels.

In keeping with Marcus Borges, CEO of Paytour, a web-based reserving supervisor, folks need to save time in any digital service. “It is the identical factor in tourism: it is transferring that comfort to the client so you possibly can grow to be aggressive,” he says.

On this sense, journey companies and airways are attempting to adapt their web sites and functions primarily based on synthetic intelligence. For instance, customers obtain notifications of personalised presents in line with their profiles within the firm database.

Alternatively, the consolidation of digital gross sales is occurring on account of the financial disaster within the journey business motivated by the pandemic. On the finish of June, the Ministry of Justice and Public Security opened proceedings in opposition to CVC,, 123 Milhas, MaxMilhas and ViajaNet attributable to client complaints in regards to the provision of providers throughout 2020 and 2021.

In an announcement, CVC mentioned it had not been knowledgeable of the method however that it “values ​​the respect and transparency” of its clients. Decolar, ViajaNet and MaxMilhas additionally mentioned that they had not but had entry to the doc. 123 Miles didn’t reply questions from Sheet.

Journey company

The model invests in unifying information from brick-and-mortar shops and web sites

CVC and 123 Milhas are the very best journey companies on the Web, in line with a survey by Datafolha. Corporations have been talked about by 10% and 9% of respondents.

This yr, CVC plans to take a position R$150 million, and most of this price range will go to the know-how sector. With greater than 1,200 franchises, the company intends to unify client databases of bodily shops and its web site.

“Right now, a buyer can watch an advert on TV and chat with a retailer through WhatsApp. They will additionally determine whether or not to launch the service through the online or whether or not they need assist from a bodily retailer,” explains Nathalia Torres, Advertising Director at CVC Corp.

The company estimates that almost all clients go to the web site earlier than coming to the shop. On the finish of Could, the corporate launched a platform with texts, podcasts and actuality exhibits about journey.

123 Miles, which already has related content material, focuses on promoting. The corporate has been very current in TV and community promoting and declined to touch upon its technique.

Among the many celebrities who’ve already participated within the firm’s promoting campaigns are the sertanejos Zezé di Camargo and Sorocaba (from a duo with Fernando).

“If somebody hammers into your head that they’re promoting cheaper and explains the explanation why it’s so, you find yourself satisfied,” says Juliana Medaglia, professor of tourism at UFPR (Federal College of Paraná).

10% from mentions
Santo André (SP)
4 million on the web site and within the app
digital channels
apps, web sites and social networks, together with Instagram and Whatsapp

We are going to all the time take into consideration the client journey and let the patron outline the place they are going to entry data, whether or not within the digital or bodily retailer.

123 million
9% from mentions
Belo Horizonte
digital channels
apps, web sites and social networks, together with Instagram, Twitter and TikTok


  • The survey that gave rise to the fabric on this particular part was carried out by Datafolha and had two modules with two completely different surveys, one on Brazilians’ favourite manufacturers for providers involving the Web and the opposite on their conduct on the Web.
  • The model survey displays 1,500 interviews carried out between March 21 and 28, 2022, with Brazilians aged 16 and over from all walks of life and areas in Brazil who’ve entry to the Web each day. The ballot’s margin of error is three share factors, and its reliability is 95%—that’s, if 100 such polls have been carried out, 95 of the outcomes can be inside the margin of error.
  • The survey on the conduct of Brazilians on the Web displays 2,064 interviews carried out between March 16 and 24 with Brazilians aged 16 and over from all social strata and areas of the nation. The margin of error is 2 share factors, contemplating a confidence degree of 95% as properly

airline web site

The corporate is restructuring the world to enhance the client expertise

The Gol web site is the very best amongst Brazilian airways, with 12% of mentions, in line with Datafolha.

The corporate says that 66% of the checkouts made by its clients are digital. As well as, greater than a 3rd of the model’s direct gross sales are made through cellphones – earlier than the pandemic it was 15%.

With Covid-19, the corporate restructured its know-how sector and created 9 multidisciplinary teams to enhance digital gross sales channels. Groups are at present creating the corporate’s app and web site primarily based on customizing the method for shoppers. The shift happens when an organization is price practically 80% lower than it was earlier than the virus.

Among the many obtainable customizations is the flexibility to buy an air carry, which is commonly bought by the patron, with a couple of clicks.

“What we do at present is to customise channels for every particular person and never provide the identical providers to related clients,” explains Eduardo Bernardes, GOL’s vice chairman of gross sales, advertising and marketing and clients.

12% from mentions
São Paulo
distinctive customers
64.8 million on the web site and within the app
digital channels
apps, web sites and social networks akin to Instagram

We want synthetic intelligence to supply clients with essentially the most environment friendly procuring course of attainable

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