In an era of digital innovation, technology has revolutionised the way we traverse the globe, shaping our journeys from start to finish. — Unsplash
In today’s world, where innovation and connectivity are at the forefront of almost everything we do, the alliance between travel and technology has become inseparable.
It has gone beyond being just handy – technology is transforming the very heart of the travel industry. From planning our trips to immersing ourselves in new places, technology is redefining how we explore, making these experiences easier to navigate, more efficient and incredibly rewarding.
In this digital age of curiosity and excitement, our journey kicks off not just at the airport but long before, as we browse through a world of endless opportunities, not just in the West but also in our neck of the woods.
Traveloka president Caesar Indra says that a decade ago in South-East Asia, people may have found it difficult to find flight routes and tickets online as there were only a limited number of channels available.
“It was also common to see varying ticket prices across different travel agents, and sometimes the cost could even depend on a customer’s relationship with these operators,” he says.
With the digitalisation of travel, however, numerous online platforms entered the scene, and this resulted in full transparency when it came to booking flights, hotels and transportation, allowing consumers a broad range of options to choose from during their travels.
For a trip to Italy and France earlier this year, Cheng was able to make his travel bookings online without the aid of a travel agent. — CHENG PENG SIA
Local artist Cheng Peng Sia, 70, who loves to globe-trot and often travels solo, isn’t daunted by modern methods of travel planning.
“I have downloaded apps such as Flexibus, which has allowed me to make reservations for bus tickets overseas, and Agoda for hotel reservations.
“It’s not so difficult, as they usually have step-by-step instructions, and I am able to use these apps effectively. In Europe, I was thrilled that on the local buses, you could even charge your phones as each seat comes with its own charging port, so I never had to worry about running out of phone battery,” he shares.
For a trip to Italy and France earlier this year, Cheng was able to make all his travel bookings on his own without the aid of a travel agent.
“The only challenge I faced was that sometimes it was difficult to switch languages in places where English was not the default setting. While I was booking an Uber ride in France, for example, I got a little confused as I wasn’t sure where I was, and all the names of streets and instructions were in French.
“What’s worse is that on one of the legs of my travels, I arrived at 3am at a bus station in Avignon, so there were very few people around whom I could ask for assistance! Naturally, I was very nervous, especially when my Uber driver turned up with spiky orange hair! Fortunately, he was very friendly and helped me find my way to my hotel,” he says.
According to Caesar, the travel industry’s digital transformation has also catalysed the rise of fintech options (such as mobile payment apps, travel wallets and prepaid travel cards) for travellers to finance their trips.
“Technology has turned into a powerful enabler for democratising access to financial services and accelerating the adoption of digital commerce in the region, opening doors for many not simply to dream about travel but to start packing their bags,” he says.
Caesar says travellers are buying insurance or flexible options to remain adaptable amid changes in regulations and unforeseen disruptions. — Traveloka
Businessman John Jacob, 55, says: “When I travel, I use a travel card or money app, which is a convenient and cost-effective way to manage my finances, make transactions and handle multiple currencies across different countries.
“I no longer have to worry about carrying cash with me. These days, you don’t even need a travel card because most credit and debit cards can be used anywhere in the world with just a quick call to alert your bank about where and when you’re going.
“It’s so convenient. I am also able to check my balances from anywhere at any time, which makes it easy for me to control my expenditure while travelling.”
Tailor-made experiences
Caesar says travellers today crave personalisation: “American Express’ 2023 Global Travel Trends Report revealed that 74% of travellers want an experience that meets their expectations rather than worry about the cost. When searching for such experiences, consumers prefer a single app to serve their needs at their fingertips.
“They also expect instant access to info, making it a key consideration for those looking for holistic experiences. Travel planning has become efficient but not taken a backseat.”
Travel apps utilise personalisation by analysing user preferences and behaviours to suggest tailored destinations, accommodations, activities and dining options.
Factors like past travel history, interests and reviews are taken into consideration, ensuring a customised travel experience that resonates with individual tastes and preferences.
“I usually turn to apps such as Expedia and Airbnb to get my tickets, find places to stay, or just figure out what to do,” says digital marketing executive Joanne Raj, 29, who enjoys going to new places.
“These days I use ChatGPT to prepare a rough itinerary, which I will then refine using other apps and websites. I no longer have to consult anyone or waste time building an agenda from scratch because ChatGPT does it in a flash,” she shares.
Joanne uses ChatGPT to create a rough itinerary, saving time and eliminating the need to consult others or start from scratch. — JOANNE RAJ
Once she arrives at her destination, Joanne uses Google Maps to find her way around and apps like Instagram and Yelp for suggestions on where to go and what to do.
“Last year, during a trip to Portugal and Spain, I was able to find some great restaurants and watering holes thanks to other travellers’ reviews and recommendations. I was looking out for Instagram reels from other travellers, and there were really some gorgeous views and videos that were really inspiring.
“I’ve also made it a point to share my own suggestions, photos and videos so others can benefit from my experiences,” she says.
However, Joanne and her mum faced some hiccups during their trip, primarily from a terrible accommodation experience in Barcelona.
“We were caught off guard for a payment that we thought we had already paid, and the hotel, although very centrally located on Las Ramblas, was nothing like we had envisioned! We couldn’t wait to get out of there!” Joanne says, adding that most of the other spots they chose were amazing and came equipped with washing machines and kitchen amenities, which meant they were able to travel light and even save on breakfast.
“With homestay and accommodation apps, you can pick and choose according to what amenities you require, and that’s a bonus.”
Caesar says that travel platforms today have advanced modelling and machine learning capabilities to tailor offers to customers based on their booking records and activities they are interested in.
“For example, we have found that travellers to Malaysia tend to visit family-friendly attractions such as amusement parks, indoor activities and nature-related sights.
“As such, they may be recommended accommodations or packages close to destinations such as Legoland or the Genting Highlands.
“The rise of generative AI has also taken the industry to the next level, with customer service teams now able to give the most accurate answers to travel queries by drawing from their extensive internal knowledge base,” he says.
With the digitalisation of travel, numerous online platforms entered the scene, and this resulted in full transparency when it came to booking flights, hotels and transportation, allowing consumers a broad range of options to choose from during their travels. — Image by rawpixel.com on Freepik
What’s more, by using AI, travel platforms can analyse schedule changes directly from airlines and convey this info to customers almost immediately and at scale.
This builds on the already established capabilities of travel platforms – end-to-end flight and hotel booking at the users’ fingertips – from planning, booking, paying and rescheduling flights.
Caesar says that travel in the post-pandemic era has picked up, and one change that the industry sees is how people are more intentional about preparing for the unexpected.
“Even as people continue to plan for long overdue trips, we have observed how they are buying travel insurance or flexible options to remain adaptable amid changes in regulations and unforeseen disruption.
“Many travel platforms offer in-app services that can speed up refunding or rescheduling processes, saving travellers the hassle of contacting customer service, which may take a while,” he claims.
Scoring substantial savings
Travel apps also usually provide dynamic real-time price alerts that give travellers the opportunity to seek the best prices for their trips.
Bargain hunters who keep a regular lookout for ongoing promotions and exclusive deals on travel platforms will be able to secure a great price to visit destinations of their choice.
John says: “I am always looking out for these deals and have in the past purchased travel tickets for just a couple of hundred ringgit or less, although that often requires some advance planning and applying for leave from work long before the vacation dates.”
Wan Nor Alia (left) and Azzad advise travellers to be wary of misinformation online and to do their homework and identify trustworthy sources. — WAN NOR ALIA WAN ALI
Thirtysomething husband and wife Azzad Azman and Wan Nor Alia Wan Ali, who make it a point to go on vacation annually, are always on the lookout for the best deals.
“We’ve managed to fly to England for RM2,000, to China for RM700, and to the Maldives for just RM500!” says Wan Nor Alia gleefully.
The duo caught the travel bug a long time ago and has witnessed how much easier things have become with tech.
“Back when we were teenagers, we didn’t have as much access to the world as we do now. Travelling requires getting city maps from Information or Tourist Centres! Remember those days?” says Azzad.
“Now, with technology, we have access to information anywhere in the world. Of course, different cities require different apps, but everything is just a click or swipe away.
“All you need is your phone. You can get directions, make purchases and share your stories with others, all with just one gadget.”
Wan Nor Alia, a video producer, says that she tries to manage her expectations when it comes to visiting new cities.
“For me, fact-checking and drafting my itinerary carefully are very important. I guess my work style has rubbed off on my vacation planning,” she says.
“I use technology to research everything, from my planned route to where to go and what to eat, and I even attach clips or other useful info to my itinerary, which I then share with my travel companions (usually Azzad).”
Wan Nor Alia advises planning way ahead of time.
“Azzad and I usually start organising our holidays at least six months ahead of time. This gives us time to save up some shopping money too,” she says.
She says careful planning affords her peace of mind, and it’s doubly satisfying when she arrives at a destination and finds out that the information she painstakingly sourced is accurate!
“One thing to be wary of, however, is that there is a lot of misinformation out there too, so you really need to do your homework, figure out which sources you can trust, and don’t just pick the first thing you see!” she shares.
The couple shares that they use a range of apps, including Rome2Rio (which suggests travel routes by plane, train, bus, ferry and car), Skyscanner and Currency Converter.
Wan Nor Alia says that Google Translate is an essential app for her: “It really helps when it comes to understanding signboards, menus and instructions. Google Maps and Waze also come in handy, although I usually enjoy getting ‘lost’ in a new city and just finding my way around. I guess you could say that with the apps, I can get lost somewhat safely!”
The only challenge that occasionally crops up is that certain places may not have data connectivity.
“But these days, most places have free WiFi, so things have become so much more convenient. You can even get free WiFi on some flights!” Azzad says.
John says he opts for data-roaming as it has become very affordable.
“This way, I don’t have to worry about the safety of public WiFi networks. With free text messaging apps like WhatsApp, I am able to keep in touch with family and friends.
“And even if I am required to make a call, in an urgent situation, the roaming rates are not too bad at all,” he says.
From seamless trip planning to personalised experiences, there’s no doubt how technological advancements have profoundly redefined the art of exploration. Azzad sums things up nicely when he says: “Technology has provided an option for everything and keeps on upgrading its services to make travel easier and more exciting for us.
“If you want WiFi, you can get a SIM card, portable WiFi, or opt for data roaming from your own service provider.
“If you need directions, you can turn to Google Maps or other such apps. You no longer have to find an ATM to withdraw cash, as there are credit, debit and travel cards that you can use freely and without fear.
“You can also find food very easily, and for us as Muslims, getting halal food is so much more convenient these days.
“If you’re tired of walking, you can take a Grab or Uber ride; get on a bicycle or scooter, which you can easily rent just by scanning a QR code or downloading an app.”
Undoubtedly, technology has emerged as the modern compass guiding us in our travels across the globe.
