Trust: The key to travel brand success in a post-COVID world

Christina Stahlkopf

Data suggest that consumer trust in the travel industry was significantly damaged during the COVID-19 pandemic, and companies will need to demonstrate an overt commitment to the health and wellbeing of travellers.

Spring is here. Vaccines are rolling out across the globe and more than one billion doses of the COVID-19 vaccines have been administered. What a difference a year makes. As we start to imagine a world beyond the pandemic, businesses want to know ‘when will we see bounce back?’

Anticipation is high that some industries will revive quickly – travel amongst them. However, our data1suggest that consumer trust in the travel industry was significantly damaged during the pandemic. Rather than an industry reinvigoration via a ‘shots in arms’ catapult, consumers will return to travel slowly, cautiously, and only...

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