DMA insight: Customer Engagement, top travel brands

Value for money, rewards and good customer service – these are what keeps the boat afloat in the travel sector. But what puts a steady wind behind those sails?

New insights from our latest survey on what drives loyalty in the travel sector, including airlines, hotels and booking sites, tell us:

• Over 70 brands were named as favourites, but 5 big brands dominate
• Brands fall in to one of two categories: functional and emotional brands, whether these are airlines or booking sites
• Functional brands compete on price and service, while emotional brands achieve cut-through with convenience and helpfulness

As more customers start booking their summer 2018 holidays, make sure you're not missing any opportunities to connect and engage with potential travellers.