Business View Caribbean | January 2021

6 BUSINESS VIEW CARIBBEAN JANUARY 2021 Inspiring future travel • Travelers are turning to online travel agencies for information and travel planning 24% more than pre-pandemic, while destination websites saw a 20% increase in use as a planning tool. • Pictures and informative messaging in travel advertising are 20% more influential than pre-pandemic, along with travel organizations and experts. This is reflective of the shift in traveler priorities – with hygiene measures and flexibility overtaking experiences and activities – and the increased importance of credible, up-to-date information from trusted sources. Technology to reduce friction The research shows that people will book travel if they are confident in their ability to change plans and stay safe. Expedia Group is investing in technology provides travelers and lodging partners with more choice in how they seek and receive support, while helping them complete tasks faster and make informed decisions. • Virtual agent enhancements: Expedia Group added new skills to its AI-powered virtual agent that helps resolve the most common enquires including cancelling or changing trips, receiving refunds, redeeming vouchers, and answering questions about safety measures. A recently added feature, one- click cancellation, allows travelers to initiate cancellations for each part of their trip. One-click cancellation works seamlessly for bookings across Expedia Group’s brands and adheres to cancellation policies of the travel partner. In the case of complex enquiries, the virtual agent connects travelers with human agents or directly with the travel partner. Expedia Group also extended its virtual agent to provide on-demand support for lodging partners including answering basic questions, providing additional resources, and quickly accomplishing tasks such as reviewing cancellation policies for a specific booking, editing cancellation policies, and finding Expedia Virtual Cards for payments and vouchers. • Informing travel decisions: Expedia Group brands including Expedia.com recently launched the COVID-19 Travel Advisor, an interactive tool powered by Sherpa, that helps travelers find up-to-date information about travel restrictions in the destination they plan to visit, such as quarantine, face mask and COVID-19 test requirements. Travelers can enter details such as their origin and destination, departure date and the country that issued their passport to learn more before their trip. Research methodology The study used an amalgamated group of best-in-class panels in October 2020 with 11,000 travelers across 11 countries, including Australia, Brazil, Canada, China, France, Germany, Italy, Japan, Mexico, the UK, and the U.S. The respondents represent a variety of generations and demographics for a broad and inclusive understanding of what travelers consider when making destination, transportation and/or accommodation related trip decisions.