Travel Companies Best Serve Both Baby Boomers and Millennials American Express - Whitepaper

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corporate travel Baby Boomers are aging fast and being replaced by Gen Xers and Millennials who have different expectations about how they use and interact with travel vendors.

“It’s a great time to cultivate younger travelers,” says Terry Dale, president and chief executive officer of the USTOA. However, to lure this customer set, travel companies can’t just continue with business as usual. They may travel to different destinations and be more likely to head overseas, but their interest in planning safe, fun and engaging trips is similar to other age groups.

These more tech-savvy travelers interface with travel companies online, and they demand online experiences that are easy, informative, and accessible from whatever device they happen to be using. "Travel is a service industry," says Joakim Johansson, vice president of advisory services for American Express. "To be successful, you've got to provide quality customer service and technology solutions that differentiate you from the rest."

“Agencies have [to] learn to adapt to the diverse needs of the three traveling generations by using social media and e-communication for Millennials and Gen Xers, while still providing the face-to-face and phone interactions that Baby Boomers desire,” says Melissa Teates, director of research for the American Society of Travel Agents (ASTA).

Learn how to serve the needs of multi-generational customers by combining rich user experience with mobile applications, online information and reviews, social media and online travel payment solutions in this American Express whitepaper.