Why travelers are switching their favorite brands
Source: Fortune ·
AI agents are changing how travelers choose brands. Loyalty points alone won’t outweigh a faster, easier booking experience.
From the source
For years, loyalty in travel was built around a relatively predictable formula: earn a customer’s trust, reward repeat purchases and create enough value to keep them coming back. Airlines created frequent-flyer programs. Hotels accumulated points, tiers and perks. Brands invested heavily in personalization, rewards and direct-booking strategies designed to make customers choose them again and again. Agentic AI is changing the equation and all stages of the customer journey, from earliest discovery through long-term loyalty and retention. That creates new challenges and opportunities for travel brands. Loyalty is no longer only about being remembered. It is increasingly about being relevant. Latest Accenture research, Win the AI agent, win the traveler, suggests that travelers are increasingly making decisions based not on long-standing brand relationships, but on which company can help them achieve their goal fastest and with the least effort. The survey of more than 5,000 travelers…