Young clients buy experiences, tour operators tipped
MERCY GAKII/ Millennials buy experiences more than commodities in travel services, Jumia Travel managing director Estelle Verdier has said.
There is therefore the need to invest in more customer-centric models, she added.
Verdier said data in the travel and booking industry indicates travellers prefer user-generated activities and local experiences to established and boring itineraries.
She indicated online booking enquiries are usually accompanied by questions on the kind of experience the traveller is likely to sample while on the trip.
“The travel sector has probably impacted the experience economy ecosystem more than any other sector, with travellers demanding for something beyond a travel service, to a memorable experience that will be shared with friends,” Verdier said in an interview.
Concerns such as bed size, in-room entertainment, and room service are somehow less popular on the frequently asked questions. These are raised after the traveller is assured of personal recommendations for staff members known to give outstanding customer experience in a preferred destination.
The United Nations World Travel and Tourism Council indicates leisure spending in Kenya stood at 67.5 per cent in 2015.