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The Digital Traveller: How Technology Shapes Customer Experience in Tourism

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  Chapter 1: Introduction The Evolution of the Digital Traveller The modern world is evolving very quickly, and methods that were relevant in the recent past are now becoming obsolete. These advancements have not bypassed the tourism sector, with modern travel planning methods being fundamentally different from previous ones. This raises the question of how these changes affect modern tourism and whether they are positive or, on the contrary, harmful to tourism. This portfolio will compare two giants of the tourism business, Ryanair and Jet2 Holiday. This portfolio examines these two companies based on criteria such as mobile ecosystem and app functionality, which will show how the app itself can influence the person performing action in it. It is equally important to examine companies use data and personalisation. This will help to investigate how a company uses customer data to increase sales. It is also worth paying attention to how modern technologies affect employee pro...
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  Tourism today is very different from what it used to be ten years ago. In the past, booking a holiday usually meant going to a local travel agency, standing in queues and waiting while someone searched for flights or hotels. Now things have changed completely. Most people plan and book their holidays online using a smartphone or laptop. They can compare prices, read reviews, look at photos and choose everything themselves in just a few minutes. This big change happened because of digital transformation. Digital transformation means that travel companies use modern technology to help customers book and manage their trips. According to Holloway and Humphries (2022), the tourism industry has become highly interactive and depends heavily on technology. Customers now expect websites and apps to work quickly, provide clear information and make the whole process easy. Companies that adapted early became more successful, while others had to catch up. The importance of technology in...
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