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How might we help the Travel industry businesses in regaining customers' confidence and restore tourism demand in the post-COVID era by redefining their travel experience?

About Accenture

Accenture is a multinational professional services company founded in 1989 with more than 505,000 employees serving clients in more than 200 cities in 120 countries. The company provides a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all these services. Accenture combines unmatched experience and specialized capabilities across more than 40 industries powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises.


One important industry segment to Accenture is Travel. The COVID-19 pandemic has initiated an undeniable call to action for the travel industry to now rapidly assess these fast-changing developments, and the ensuing impact on their people, their customers, and their organizations. Currently, passenger travel and tourism is a public health hazard as well as a global economic problem. Travel companies are now making rapid decisions that will affect their survival.

The fall in demand and closure of borders has seen the travel industry reduce at an unprecedented pace. Cruises have stopped, many airlines have suspended scheduled service and hotel occupancy is low. The industry is starting to restructure—and the fortunate travel companies will pass from restructuring to rebuilding for a new normal.

The pandemic has also caused significant impact on people's mindset, behaviours and confidence. People are worried about being infected when they have proximity to potential spreaders in airplanes, hotels or restaurants.

“Passenger confidence will suffer a double whammy even after the pandemic is contained – hit by personal economic concerns in the face of a looming recession on top of lingering concerns about the safety of travel. Governments and industry must be quick and coordinated with confidence-boosting measures,” said IATA Director General and CEO Alexandre de Juniac.1

Companies will be forced to make quick decisions to ensure short-term confidence and longer-term business sustainability. What will be needed to meet the urgency of today and the demands of tomorrow?

THE Solution

To cope with the downtime arising from the epidemic, different travelling industry players who successfully capture the opportunity by introducing “contactless smart services” through automated, data-powered processes can build a decisive competitive edge and take the lead in the recovery. A handful series of contactless services with hospital-like hygienic practices include self-check-in, remote check-in, robotic delivery and instant check-out, which can safeguard customers and employees, while also improving operational efficiency.

In addition to providing consumers with a seamless and contactless travel experience that aligns to their new expectations around reduced physical touchpoints, soa solution to be able to monitor and interpret changing consumer behaviours to rapidly generate demand via an optimised digital channel offering and delivering a seamless customer experience will be key.

Re-designing operational processes and adapting operating models will help deliver on the new experience including technology and staffing changes. Leveraging various operational data points with analytics can also aid decision making by recommending an optimal contingency plan to enhance employee and resource allocation, and in turn uplift customer service level, amid harsh challenges.

  • Accenture industry reports and related articles about travelling and hospitality industry trends and insights
  • Global travel industry intelligence portal by Skift
  • Technology trends in the travel industry
  • Emerging macro and industry trends
  • Customer feedback analysis
The Prizes
Grand Prize
Grand Prize
Grand Winning

• HKD 50,000 cash prize

Challenge Winner
Challenge Winner
Students & Innovators

• HKD 20,000 cash prize

• Internship opportunities for each team member with the sponsor

BONUS: Accelerate your solution with HSBC
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