Alongside joy, wonder, and excitement, today’s travel experience has also become synonymous with anxiety about unexpected issues that might derail a dream trip.

While travel insurance has always been an important piece of the puzzle for many consumers, the aftermath of the Covid-19 pandemic has turned finding the right policy into a decision that may matter just as much as finding the right place to go. Today’s travelers are no longer simply worried about being able to get their money back if they need to cancel; many of them want to have peace of mind from the moment they book to the moment they return home.

Looking ahead to the next generation of travel, the leading airlines, hotels, online travel agencies (OTAs), and cruise lines will do more than sell trips. They will also help make sure that the entire journey is as smooth and stress-free as possible. It’s not just about a single trip, either. Done well, a connected customer experience can create new, unique opportunities to build long-term traveler loyalty.

In this report, you’ll find:

• How traveler expectations have evolved around trip protection, customer service for insurance claims, and overall flexibility
• A new lens on travel loyalty in scenarios where customers prioritize peace of mind over earning points
• The importance of doubling down on data strategies to help personalize the right products and services for each customer
• How to balance the demand for self-service solutions with the continuing need for human interaction
• Exciting possibilities and practical strategies for using artificial intelligence (AI) in trip protection and customer service

1. Executive Summary
2. Introduction
3. How Whole-Trip Management Can Open a Whole New World of Opportunities
4. Delivering the Right Options at the Right Time for Every Customer
5. Providing the Human Touch in a Self-Service-Driven Economy
6. Conclusion