Online Travel

Where does your imagination – or your business – take you? On a luxurious cruise, a family reunion in your old hometown, or on the redeye to call on your most important client? Whether you’re traveling by plane, train, or automobile, your first stop today is on the Internet. Benchmark takes you inside the world of online travel, from the tropical cruise lines to the hotly competitive online travel agency business. Where do you want to go today? Find out who’s doing the best job of getting travelers where they want to go, right here.

Industry Focus: High Stakes on the High Seas: The Online Cruise Marketplace More and more Americans are opting for the all-inclusive vacation on the seas, whether it’s party-hearty Gen Xers, families with kids, or the traditional silver market. Abstract | Article

Interview: Setting Sail with Travelocity: Creating a Customer-Centric Cruise Experience A conversation with Travelocity’s principal for customer research, usability, and insight. Abstract | Article By the Numbers: Business Impact Drivers – Online Cruise Travel Find out which business drivers have an impact on conversion and brand. Chart

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ON YOUR MIND

“We look at a combination of consumer research and our call center feedback to understand the needs of our customers. It’s really about listening to the customer, taking the information to heart, translating it into our site design and content, and then going back and testing. ”

Joanne Kok, Principal for customer research, usability and insight, Travelocity